How Service Interaction Drives Customer Value? The Mediating Role of Customer - Environment Fit

被引：0
|
作者：
Hong, Liang [1 ]
Yu, Hong-Yan [1 ]
机构：
[1] Sun Yat Sen Univ, Guangzhou, Peoples R China
来源：
2019 AIB SOUTHEAST ASIA REGIONAL CONFERENCE: US-CHINA TRADE WAR, DEGLOBALIZATION, AND INTERNATIONAL BUSINESS (AIBSEAR) | 2019年
关键词：
service interaction; fit; customer value; DOMINANT LOGIC; VALUE CREATION; PARTICIPATION;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Based on the theory of individual-environment fit, this paper proposes the concept of customer-environment fit, which includes customer-product fit, customer-task fit, and customer-employee fit, to explore how service interaction drives customer value. Through the analysis of 435 customer questionnaires, the results show that service interaction has a positive impact on customer value, and customer-product fit, customer-task fit, and customer-employee fit play mediating roles.
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页码：704 / 709
页数：6
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