CHI TIẾT NGHIÊN CỨU …

Tiêu đề

Sociality communication: Its influence on customer loyalty with the service provider and service organization

Tác giả

Koermer C.D.; McCroskey L.L.

Năm xuất bản

2006

Source title

Communication Quarterly

Số trích dẫn

DOI

10.1080/01463370500270371

Liên kết

https://www.scopus.com/inward/record.uri?eid=2-s2.0-84858745900&doi=10.1080%2f01463370500270371&partnerID=40&md5=f9b9cd943427171b560ba5568a11f7ec

Tóm tắt

This investigation examined the relationship between service providers’ sociality usage and its influence on customer loyalty with the provider and service organization. The Service Provider Sociality Scale (SPSS) was distributed to 255 undergraduates attending a Midwestern liberal arts college and 200 residents from surrounding locales (N?=?455). Regression analyses revealed that the SPSS factorial dimensions of courteous expressions and personal connection accounted for significant unique variance in customer loyalty with the service provider. Courteous expressions explained more unique variance in customer loyalty with the service organization than did personal connection. Implications and suggestions for further scholarly pursuits are provided. © 2006, Copyright Eastern Communication Association.

Từ khóa

Customer loyalty; Service organization; Service provider; Sociality communication

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