An integrated model of customer social exchange relationship: the moderating role of customer experience
- Authors
- Yi, Youjae; Gong, 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.
- Files in This Item
-
Go to Link
- Appears in
Collections - COLLEGE OF BUSINESS AND ECONOMICS > DIVISION OF BUSINESS ADMINISTRATION > 1. Journal Articles
![qrcode](https://api.qrserver.com/v1/create-qr-code/?size=55x55&data=https://scholarworks.bwise.kr/erica/handle/2021.sw.erica/41777)
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.