Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions

被引：28

作者：

Rod, Michel ^{[1
]}

Ashill, Nicholas J. ^{[2
]}

Gibbs, Tanya ^{[2
]}

机构：

[1] Carleton Univ, Sprott Sch Business, Ottawa, ON K1S 5B6, Canada

[2] Amer Univ Sharjah, Sch Business & Management, POB 26666, Sharjah, U Arab Emirates

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2016年 / 30卷

关键词：

Customer Satisfaction; Gender; Survey; Russia; Core and relational service; Behavioural intentions; GENDER-ROLE ORIENTATIONS; MODERATING ROLE; RELATIONSHIP QUALITY; RELATIONAL BENEFITS; LOYALTY; SEX; WORK; COLLECTIVISM; EXPECTATIONS; DIMENSIONS;

D O I：

10.1016/j.jretconser.2016.02.005

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study examines the nature of relationships between customer perceptions of frontline employee service delivery (core and relational), satisfaction and selected behavioural intentions by using customers of a commercial retail bank in Russia as its setting. Contrary to findings from North American-Western research, the study findings show that relational service delivery only significantly impacts customer satisfaction for Russian males whereas core service delivery only impacts this affective outcome for Russian female customers. Implications of the results are discussed and future research avenues are offered. (C) 2016 Elsevier Ltd. All rights reserved.

引用

页码：212 / 221

页数：10

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