The European Business and Management Conference 2014
Brighton, United Kingdom
Dublin Core
Title
The European Business and Management Conference 2014
Brighton, United Kingdom
Brighton, United Kingdom
Subject
The European Business and Management Conference 2014
Brighton, United Kingdom
Brighton, United Kingdom
Description
The study investigates customer responses to service encounters characterized by a
high degree of service providers’ assertiveness, and the individual factors moderating
the resulting responses. The first of two formal experiments examines the effects of
service providers’ assertive behavior on participants’ satisfaction. The second
examines the extent to which the level of product knowledge moderates the effect of
such assertive behavior on customer reactions. The results suggest that, assertive
behavior may be detrimental when it is unexpected. However, product knowledge
constitutes an important boundary condition, in that the negative effect of overassertive
behavior
on
customer
satisfaction
is
limited
to
customers
with
high
product
knowledge.
high degree of service providers’ assertiveness, and the individual factors moderating
the resulting responses. The first of two formal experiments examines the effects of
service providers’ assertive behavior on participants’ satisfaction. The second
examines the extent to which the level of product knowledge moderates the effect of
such assertive behavior on customer reactions. The results suggest that, assertive
behavior may be detrimental when it is unexpected. However, product knowledge
constitutes an important boundary condition, in that the negative effect of overassertive
behavior
on
customer
satisfaction
is
limited
to
customers
with
high
product
knowledge.
Creator
Hsuan-Hsuan Ku
I-Chi Chiu
I-Chi Chiu
Files
Collection
Citation
Hsuan-Hsuan Ku
I-Chi Chiu, “The European Business and Management Conference 2014
Brighton, United Kingdom ,” Portal Ebook UNTAG SURABAYA, accessed May 13, 2024, https://ebook.untag-sby.ac.id/items/show/667.