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
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;
Conference_Titel :
Computer Science and Service System (CSSS), 2011 International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4244-9762-1
DOI :
10.1109/CSSS.2011.5974959
