DocumentCode
2625474
Title
The effects of different dimensions of service provider power on customer compliance
Author
Wang, Xiaofan ; Chen, Kai
Author_Institution
Sch. of Manage., Beijing Univ. of Chinese Med., Beijing, China
fYear
2011
fDate
27-29 June 2011
Firstpage
1807
Lastpage
1810
Abstract
Customer compliance plays an important role when it requires customers act as partial employees in service production and delivery process. Service provider power, constructed with five dimensions, is the most important driver of customer compliance. This study demonstrates that three of the dimensions, that are reward power, expert power and reference power, have positive significant effects on customer compliance.
Keywords
customer services; customer compliance; delivery process; employees; expert power; reference power; reward power; service production; service provider; Economics; Educational institutions; Organizations; Personnel; Production; Psychology; customer compliance; different dimensions; service provider power;
fLanguage
English
Publisher
ieee
Conference_Titel
Computer Science and Service System (CSSS), 2011 International Conference on
Conference_Location
Nanjing
Print_ISBN
978-1-4244-9762-1
Type
conf
DOI
10.1109/CSSS.2011.5974959
Filename
5974959
Link To Document