Linking Employees' Extra-Role Efforts to Customer Satisfaction Presence Versus Absence of Complaints
被引:4
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作者:
Martinez-Tur, Vicente
论文数: 0引用数: 0
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机构:
Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, SpainUniv Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
Martinez-Tur, Vicente
[1
]
论文数: 引用数:
h-index:
机构:
Estreder, Yolanda
[1
]
Moliner, Carolina
论文数: 0引用数: 0
h-index: 0
机构:
Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, SpainUniv Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
Moliner, Carolina
[1
]
Garcia-Buades, Esther
论文数: 0引用数: 0
h-index: 0
机构:
Univ Balearic Isl, Dept Psychol, Palma De Mallorca, SpainUniv Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
Garcia-Buades, Esther
[2
]
Ramos, Jose
论文数: 0引用数: 0
h-index: 0
机构:
Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
IVIE, Valencia, SpainUniv Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
Ramos, Jose
[1
,3
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Peiro, Jose Ma
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h-index: 0
机构:
Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
IVIE, Valencia, SpainUniv Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
Peiro, Jose Ma
[1
,3
]
机构:
[1] Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain
[2] Univ Balearic Isl, Dept Psychol, Palma De Mallorca, Spain
Our main goal was to test the moderating role of customer complaints ("presence" vs. "absence") in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.
机构:
Univ Utara Malaysia, Fac Tourism Hospitality & Environm Management, Sintok 06010, Kedah, MalaysiaUniv Utara Malaysia, Fac Tourism Hospitality & Environm Management, Sintok 06010, Kedah, Malaysia
Daskin, Mustafa
[J].
ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH,
2015,
26
(04):
: 521
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534