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An integrated model of customer social exchange relationship: the moderating role of customer experience

Authors
Yi, YoujaeGong, Taeshik
Issue Date
Oct-2009
Publisher
Frank Cass Publishers
Keywords
perceived organisational support; perceived service provider support; perceived customer support; customer satisfaction; customer experience
Citation
Service Industries Journal, v.29, no.11, pp 1513 - 1528
Pages
16
Indexed
SSCI
SCOPUS
Journal Title
Service Industries Journal
Volume
29
Number
11
Start Page
1513
End Page
1528
URI
https://scholarworks.bwise.kr/erica/handle/2021.sw.erica/41777
DOI
10.1080/02642060902793474
ISSN
0264-2069
Abstract
This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus-organism-response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported.
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