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Conflict management approaches, customer expectation evaluation, and customer satisfaction : an empirical investigation

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dc.contributor.advisor Daroczi, Zoltan
dc.contributor.author Mazaheri-Khorzani, Ebrahim
dc.contributor.author University of Lethbridge. Faculty of Management
dc.date.accessioned 2008-02-28T20:44:29Z
dc.date.available 2008-02-28T20:44:29Z
dc.date.issued 2004
dc.identifier.uri http://hdl.handle.net/10133/593
dc.description vii, 71 leaves ; 29 cm. en
dc.description.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. en
dc.language.iso en_US en
dc.publisher Lethbridge, Alta. : University of Lethbridge, Faculty of Management, 2004 en
dc.relation.ispartofseries Project (University of Lethbridge. Faculty of Management) en
dc.subject Consumer satisfaction -- Research en
dc.subject Customer relations -- Research en
dc.subject Conflict management -- Research en
dc.subject Customer services -- Evaluation en
dc.title Conflict management approaches, customer expectation evaluation, and customer satisfaction : an empirical investigation en
dc.type Technical Report en
dc.publisher.faculty Management en

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