標題: Effect of advance explanations on customer-perceived justice, satisfaction and loyalty enhancement
作者: Huang, Jen-Hung
Lin, Chia-Yen
管理科學系
Department of Management Science
關鍵字: customers;justice;satisfaction;loyalty enhancements;employee response
公開日期: 2008
摘要: been widely discussed and used as an economic tool in organizational behavior (e.g., Gilliland, 1994). This concept was applied examining the advance/postexplanation effect with 300 samples in a service industry. The result, based on ANOVA analysis, indicates that the advance explanation effect on enhancing customer-perceived justice, satisfaction and loyalty is powerful and significant (Table 1). We concluded that it is important that managers of companies should be providing advance explanations to customers to maintain this relationship economically and efficiently. The relationships among justice, satisfaction, and loyalty under two types of explanation (excuse and justification) will be studied in further research.
URI: http://hdl.handle.net/11536/14313
http://dx.doi.org/10.2224/sbp.2008.36.1.65
ISSN: 0301-2212
DOI: 10.2224/sbp.2008.36.1.65
期刊: SOCIAL BEHAVIOR AND PERSONALITY
Volume: 36
Issue: 1
起始頁: 65
結束頁: 66
顯示於類別:期刊論文