The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
Journal article, Peer reviewed
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Original versionAndreassen, T.W; Olsen, Line L. The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness. Managing Service Quality, 18 (4): 309-328
The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment.
Originally published in Managing Service Quality: http://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=aglt9jat9sg6q5ktqv4g8cr1o3&id=msq&id=msq