Software review
In: Structural equation modeling: a multidisciplinary journal, Band 3, Heft 2, S. 196-201
ISSN: 1532-8007
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In: Structural equation modeling: a multidisciplinary journal, Band 3, Heft 2, S. 196-201
ISSN: 1532-8007
In: Structural equation modeling: a multidisciplinary journal, Band 1, Heft 4, S. 384-387
ISSN: 1532-8007
In: International journal of information management, Band 78, S. 102810
ISSN: 0268-4012
In: Structural equation modeling: a multidisciplinary journal, Band 17, Heft 1, S. 82-109
ISSN: 1532-8007
In: Decision sciences, Band 25, Heft 2, S. 215-241
ISSN: 1540-5915
In: Decision sciences, Band 35, Heft 3, S. 527-550
ISSN: 1540-5915
ABSTRACTThe degree of leverage possessed by manufacturers who outsource their customer service function to channel partners over customer satisfaction and loyalty is assessed empirically. Data provided by independent service representatives are linked with data from their customers. Results indicate that a manufacturer's support of its representatives increases their job satisfaction which, in turn, is indirectly linked to the customer satisfaction through shared perceptions of service performance and quality. However, the strength of the effects is modest, suggesting that manufacturers may need to consider direct customer contact strategies or contractual means of assuring customer satisfaction when independent service representatives "own the customer." Conceptually, the hypothesized shared mindset model is tested against the competing affect transfer model, resulting in support for the former. Job satisfaction moderates the degree of agreement between representatives' and customers' perceptions of service performance and quality such that greater agreement occurs when job satisfaction is high.
In: Working papers 2004,17
In: Journal of marketing theory and practice: JMTP, Band 16, Heft 4, S. 287-298
ISSN: 1944-7175
In: Group decision and negotiation, Band 17, Heft 4, S. 303-320
ISSN: 1572-9907
In: IEEE transactions on engineering management: EM ; a publication of the IEEE Engineering Management Society, Band 57, Heft 4, S. 674-688
In: Small group research: an international journal of theory, investigation, and application, Band 30, Heft 6, S. 751-766
ISSN: 1552-8278
The six-item Perceived Cohesion Scale (PCS) was created to measure perceived cohesion in groups. However, only large groups were used to assess the validity and reliability of the measure, leaving in question the use of the PCS with small groups. This study adapts the measure of cohesion to the small-group arena. Results provide support for the validity and reliability of the adapted measure for use within the small group.