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Being Always Right: Customer Behavior Towards Service Providers

In: The Service Providers

Author

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  • Dana Yagil

Abstract

Customer influence on service providers is much more immediate than management influence. This is due to the physical proximity that often exists between service provider and customer, the great amount of time they spend together, and the significant amount of positive and negative feedback along with varied information that customers provide.1 Moreover, customers and service providers influence each other mutually, as reflected in findings showing that customer satisfaction with service affects service providers’ attitudes and well-being (reviewed by Homburg & Stock, 2005).2 For example, customer satisfaction is negatively related to service providers’ job dissatisfaction and health complaints,3 while customer perceptions of service quality affect employee morale and service climate.4

Suggested Citation

  • Dana Yagil, 2008. "Being Always Right: Customer Behavior Towards Service Providers," Palgrave Macmillan Books, in: The Service Providers, chapter 4, pages 83-103, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-58267-5_5
    DOI: 10.1057/9780230582675_5
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    Cited by:

    1. Qutaiba Adeeb Odat & Hashem Alshurafat & Mohannad Obeid Al Shbail & Husam Ananzeh & Hamzeh Al Amosh, 2023. "Factors Affecting Accountants’ Adoption of Remote Working: Evidence from Jordanian Governmental Organizations," Sustainability, MDPI, vol. 15(17), pages 1-23, September.

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