Detail Customer-Firm Relationships, Involvement, and Customer Satisfaction (The Academy of Management Journal, Vol. 38, No. 5, October 1995) Bibliografi Author: Goodman, Paul S. ; Fichman, Mark ; Lerch, F. Javier ; Snyder, Pamela R. Bahasa: (EN )     Penerbit: The Academy of Management     Tempat Terbit: Mississippi    Tahun Terbit: 1995     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: independent study 43.pdf (316.09KB; 15 download) Abstract Relationships among levels of involvement between customers and suppliers, customers' evaluations of core and peripheral factors in their transactions, and customers' overall satisfaction were examined. Highly involved customers who were dissatisfied with core factors expressed greater overall dissatisfaction with the relationship than those less involved who also were dissatisfied with core factors. Peripheral aspects, such as supplier responsiveness to customer inquiries, appeared to influence how customers evaluated a core product as well as their overall satisfaction. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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