haku: @indexterm sequential analysis / yhteensä: 60
viite: 14 / 60
| Tekijä: | Bettencourt, L. |
| Otsikko: | Customer voluntary performance: customers as partners in service delivery |
| Lehti: | Journal of Retailing
1997 : FALL, VOL. 73:3, p. 383-406 |
| Asiasana: | CUSTOMERS SEQUENTIAL ANALYSIS RETAILING |
| Kieli: | eng |
| Tiivistelmä: | Customers contribute to service quality through their roles as promoters of the firm, co-producers of the firm's service and consultants to the organisation. A model of customer voluntary performance (CVP) is developed and empirically tested with a sample of grocery customers. Customer voluntary performance refers to helpful, discretionary customer behaviors that support the ability of the firm to deliver service quality. Global customer satisfaction, perceived support for customers and customer commitment are considered as antecedents of CVP. |
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