Title :
Notice of Retraction
The Effects of In- and Extra-role Customer Service on Customer Satisfaction and Loyalty - Evidence from Chinese Retailing Industry
Author :
Mingjian Zhou ; Yuping Deng
Author_Institution :
Dept. of Econ. & Manage., Harbin Inst. of Technol., Shenzhen, China
Abstract :
Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
We identified in-role and extra-role customer service and developed the scale for each based on Chinese retailing industry. Evidence suggested that both in-role and extra-role customer service were positively associated with customer satisfaction and loyalty. Opposite to our assumption, the in-role customer service had a stronger effect on customer satisfaction and loyalty than extra-role service. And we found customer satisfaction and customer loyalty both mediated the relationship between customer service and customer purchasing behavior.
Keywords :
consumer behaviour; customer satisfaction; customer services; econometrics; purchasing; retailing; statistical analysis; Chinese retailing industry; confirmatory factor analysis; customer loyalty-evidence; customer purchasing behavior; customer satisfaction; extra-role customer service; in-role customer service; statistical analysis; Customer satisfaction; Customer service; Educational institutions; Frequency; Industrial economics; Industrial relations; Technology management;
Conference_Titel :
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4638-4
DOI :
10.1109/ICMSS.2009.5301446
