Conflict management approaches, customer expectation evaluation, and customer satisfaction : an empirical investigation
Date
2004
Authors
Mazaheri-Khorzani, Ebrahim
University of Lethbridge. Faculty of Management
Journal Title
Journal ISSN
Volume Title
Publisher
Lethbridge, Alta. : University of Lethbridge, Faculty of Management, 2004
Abstract
This study investigates the potential impacts of different conflict management approaches and expectation evaluation on customer satisfaction. Using three approaches of conflict management theory and three possibilities for customers’ expectation evaluation, nine scenarios have been developed. The results of this experiment-based study suggest that the interaction of customer expectation evaluations and conflict management approaches do not have a significant effect on customer satisfaction. However, the study also suggests that both the style of conflict management and expectation evaluation have a significant, direct impact on customer satisfaction.
Description
vii, 71 leaves ; 29 cm.
Keywords
Consumer satisfaction -- Research , Customer relations -- Research , Conflict management -- Research , Customer services -- Evaluation