Examining the Interaction Effect of Focal Customer's and Other Customer's Service Experience on Focal Customers Revisit Intention and Word of Mouth
| المصدر: | مجلة الدراسات والبحوث التجارية |
|---|---|
| الناشر: | جامعة بنها - كلية التجارة |
| المؤلف الرئيسي: | Elrafei, Sarah Ali (Author) |
| مؤلفين آخرين: | Temerak, Mohamed Sobhy (Co-Author) |
| المجلد/العدد: | س39, ع2 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2019
|
| الصفحات: | 1271 - 1286 |
| ISSN: |
1110-1547 |
| رقم MD: | 1183949 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
12
| المستخلص: |
This paper aims at studying customer -to- customer interaction (CCI) during dinning service experience. With observational learning theory as a theoretical anchor, the focal customer’s (observer) revisit intention and negative word of mouth were tested when witnessing service experience of another customer. Experimental design was employed with 2x2 between-subject factorial design. Results showed that the interaction between focal customer’s service experience and other customer service experience influence focal customer’s revisit intention and negative word of mouth. |
|---|---|
| ISSN: |
1110-1547 |
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