How Customer Engagement and Customer Participation Affect Customer Satisfaction in the Professional Services Industry 9780530008509

Варианты приобретения

Цена: 12139.00р.
Кол-во:
Наличие: Поставка под заказ. Есть в наличии на складе поставщика.
Склад Америка: Есть
При оформлении заказа до: 2025-07-23
Ориентировочная дата поставки: конец Сентября - начало Октября
При условии наличия книги у поставщика.

Добавить в корзину

в Мои желания

Автор: Gillis Wendy
Название: How Customer Engagement and Customer Participation Affect Customer Satisfaction in the Professional Services Industry
ISBN: 9780530008509
Издательство: Dissertation Discovery Company
Классификация:

История

ISBN-10: 0530008505
Обложка/Формат: Paperback
Страницы: 114
Вес: 0.28 кг.
Дата издания: 26.09.2019
Язык: English
Размер: 280 x 216 x 6
Читательская аудитория: General (us: trade)
Рейтинг:
Поставляется из: США
Описание: Abstract:

Several studies have examined the relationship between customer participation and customer satisfaction of service delivery and provider (Lovelock and Young, 1979, Zeithaml, 1981, Mills & Morris, 1986, Benapudi and Leone, 2003, Chan, Yim, and Lam, 2010, and Wu, 2011). This research will establish a relationship between Customer Engagement, Customer Participation, and the outcome of Customer Satisfaction. This study focuses on the inseparability characteristic of professional services where Customer Engagement (CE) and Customer Participation (CP) affect Customer Satisfaction (CS) of professional service delivery and provider. This research will separate out the empirical relationship between service Customer Engagement (CE) and service Customer Participation (CP), where CE is more psychological, where customers think, feel, and trust and CP is more behavioral, or physical, where customers act and do. The premise of this research is that Customer Engagement is necessary for Customer Participation, which is necessary for Customer Satisfaction thus customers can engage without participating but not effectively participate without engaging. Further, Customer Engagement and the motivations behind Customer Participation are becoming particularly relevant to professions characterized as customized, high contact, and high in credence properties (Pl , Lecocq, and Angot, 2010). As such, this study focuses on customer participation in the professional services industry such as legal, architecture, financial/insurance services, engineering, accounting, medicine, and real estate in an effort to provide learning for professional service providers. Six hypotheses are tested. Study limitations and future research are also discussed.As such, this study focuses on customer participation in the professional services industry such as legal, architecture, financial/insurance services, engineering, accounting, medicine, and real estate in an effort to provide learning for professional service providers. Six hypotheses are tested. Study limitations and future research are also discussed. As such, this study focuses on customer participation in the professional services industry such as legal, architecture, financial/insurance services, engineering, accounting, medicine, and real estate in an effort to provide learning for professional service providers. Six hypotheses are tested. Study limitations and future research are also discussed.As such, this study focuses on customer participation in the professional services industry such as legal, architecture, financial/insurance services, engineering, accounting, medicine, and real estate in an effort to provide learning for professional service providers. Six hypotheses are tested. Study limitations and future research are also discussed.

Dissertation Discovery Company and Jacksonville University are dedicated to making scholarly works more discoverable and accessible throughout the world. This dissertation, How Customer Engagement and Customer Participation Affect Customer Satisfaction in the Professional Services Industry by Wendy Tilberg Gillis, was obtained from Jacksonville University and is being sold with permission from the author. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation.

How Customer Engagement and Customer Participation Affect Customer Satisfaction in the Professional Services Industry, Gillis Wendy