Linking situational constraints to customer satisfaction in a service environment

被引：19

作者：

Martínez-Tur, V ^{[1
]}

Peiró, JM ^{[1
]}

Ramos, J ^{[1
]}

机构：

[1] Univ Valencia, Fac Psicol, E-46010 Valencia, Spain

来源：

APPLIED PSYCHOLOGY-AN INTERNATIONAL REVIEW-PSYCHOLOGIE APPLIQUEE-REVUE INTERNATIONALE | 2005年 / 54卷 / 01期

关键词：

D O I：

10.1111/j.1464-0597.2005.00194.x

中图分类号：

B849 [应用心理学];

学科分类号：

040203 ;

摘要：

This paper aims to test the links of social and technical situational constraints to customer satisfaction with services. To this end, a field survey study was conducted using a sample of 57 managers and 835 customers of service organisations. We studied social and technical constraints perceived by managers. Customer satisfaction with several service attributes was also measured. In general, a lack of situational constraints in service organisations was positively associated with customer satisfaction. The results also showed that the unique contribution of technical constraints to customer satisfaction was greater than that of social constraints. We point out managerial implications and future directions for research on constraints-customer satisfaction relationships.

引用

页码：25 / 36

页数：12

共 38 条

[11]

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[12] The contribution of task performance and contextual performance to effectiveness: Investigating the role of situational constraints [J].