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
| LEADER | 01550nam a22002177a 4500 | ||
|---|---|---|---|
| 001 | 1929069 | ||
| 041 | |a eng | ||
| 044 | |b مصر | ||
| 100 | |9 633581 |a Elrafei, Sarah Ali |e Author | ||
| 245 | |a Examining the Interaction Effect of Focal Customer's and Other Customer's Service Experience on Focal Customers Revisit Intention and Word of Mouth | ||
| 260 | |b جامعة بنها - كلية التجارة |c 2019 | ||
| 300 | |a 1271 - 1286 | ||
| 336 | |a بحوث ومقالات |b Article | ||
| 520 | |b 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. | ||
| 653 | |a التسويق |a خدمة العملاء |a رضا العملاء | ||
| 700 | |9 633582 |a Temerak, Mohamed Sobhy |e Co-Author | ||
| 773 | |4 الإدارة |6 Management |c 039 |f Mağallaẗ Al-Dirāsāt wa Al-Buḥūṯ Al-Tiǧāriyyaẗ |l 002 |m س39, ع2 |o 1918 |s مجلة الدراسات والبحوث التجارية |t Journal of Studies and Business Research |v 039 |x 1110-1547 | ||
| 856 | |u 1918-039-002-039.pdf | ||
| 930 | |d y |p y |q n | ||
| 995 | |a EcoLink | ||
| 999 | |c 1183949 |d 1183949 | ||
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