Exploring the role of relationship variables in predicting customer voice to a service worker

Bove, Liliana L. and Robertson, Nichola L. 2005, Exploring the role of relationship variables in predicting customer voice to a service worker, Journal of retailing and consumer services, vol. 12, no. 2, pp. 83-97.

Attached Files
Name Description MIMEType Size Downloads

Title Exploring the role of relationship variables in predicting customer voice to a service worker
Author(s) Bove, Liliana L.
Robertson, Nichola L.
Journal name Journal of retailing and consumer services
Volume number 12
Issue number 2
Start page 83
End page 97
Publisher Pergamon
Place of publication Kidlington, England
Publication date 2005-03
ISSN 0969-6989
1873-1384
Keyword(s) customer voice
relationships
service personnel power
Summary Customers’ perceptions of service workers’ trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists’ perceived trust (benevolence and credibility) and expert power were positively associated with clients’ intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists’ perceived benevolence was the strongest predictor of client voice.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2004, Elsevier Ltd.
Persistent URL http://hdl.handle.net/10536/DRO/DU:30008891

Document type: Journal Article
Collection: Deakin Graduate School of Business
Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Versions
Version Filter Type
Citation counts: Scopus Citation Count Cited 11 times in Scopus
Google Scholar Search Google Scholar
Access Statistics: 430 Abstract Views, 4 File Downloads  -  Detailed Statistics
Created: Mon, 13 Oct 2008, 15:45:03 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.