Title :
How Does Customer Participation Impact Service Performance? A Perspective of Role Stress
Author :
Xu, Lan ; Cui, Nan ; Wang, Tao ; Hu, Yanghong ; Hou, Xuedong
Author_Institution :
Dept. of Marketing, Wuhan Univ., Wuhan, China
Abstract :
Existing service marketing literature has not yielded consistent findings regarding the impact of customer satisfaction on service performance. Based on role stress theory, this study aims to explain those different findings, developing a conceptual framework to recognize three interactive characteristics of customer participation (interpersonal interaction, interdepartmental encounter, and task interdependence). Results show that three interactive characteristics have different impacts on role ambiguity and role conflict. In addition, customer market maven moderates the impacts of interactive characteristics on role stress.
Keywords :
customer satisfaction; customer services; conceptual framework; customer market; customer participation; customer satisfaction; interactive characteristics; interdepartmental encounter; interpersonal interaction; role stress theory; service marketing literature; service performance; task interdependence; Character recognition; Customer satisfaction; Educational institutions; Industries; Medical services; Organizations; Stress; customer participation; interaction; market maven; role stress;
Conference_Titel :
Service Sciences (IJCSS), 2012 International Joint Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4673-1992-8
DOI :
10.1109/IJCSS.2012.27
