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http://hdl.handle.net/1942/9870
Title: | Frontline employees’ personality traits: customer preferences and the homophily effect | Authors: | STREUKENS, Sandra Andreassen, Tor W. |
Issue Date: | 2009 | Publisher: | Ingolstadt School of Management & Catholic University Eichstaett-Ingolstadt | Source: | Stauss, Bernd & Brown, Stephen W. & Edvardsson, Bo & Johnston, Robert (Ed.) QUIS 11 Moving Forward with Service Quality. p. 653-653. | Abstract: | Consistent with Vargo and Lusch’s (2004) premise that “the customer is always a co-producer”, understanding customer’s evaluations of the service encounter is crucial in managing the value co-creation process. Moreover, as service organizations increasingly rely on technology-mediated customer contact, there is a strong need for research that assesses the formation of customer evaluative judgments of these technology-mediated service experiences. The aim of the current research is to develop and empirically test a framework that helps to gain insight in the relationships of customer beliefs, Our proposed conceptual model departs from Froehle and Roth’s (2004) conceptual framework of technology-mediated customer service which will be extended by integrating findings from the customer value literature. | Document URI: | http://hdl.handle.net/1942/9870 | ISBN: | 9783000273421 | Category: | C1 | Type: | Proceedings Paper |
Appears in Collections: | Research publications |
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