The effects of customer social exchange relationships with organizations, service providers, and customers : the moderating effects of customer experience

Yi, Youjae and Gong, Taeshik (2009) The effects of customer social exchange relationships with organizations, service providers, and customers : the moderating effects of customer experience. Service Industries Journal, 29 (11). pp. 1513-1528.

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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.

  • Item type:Article
    ID code:33542
    Dates:
    Date
    Event
    28 October 2009
    Published
    Keywords:perceived organisational support, perceived service provider support, perceived customer support, customer satisfaction, customer experience, customer social exchange, relationships, organizations, Marketing. Distribution of products, Strategy and Management, Management of Technology and Innovation
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Depositing user: Pure Administrator
    Date deposited:21 Sep 2011 15:20
    Last modified:03 Sep 2021 02:53
    URI:https://strathprints.strath.ac.uk/id/eprint/33542
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