期刊
JOURNAL OF RETAILING
卷 78, 期 3, 页码 167-173出版社
ELSEVIER SCIENCE INC
DOI: 10.1016/S0022-4359(02)00062-3
关键词
ethical; unethical cues; satisfaction; service; customer choice
类别
This study examines the effects of ethical and unethical cues on customers' evaluations of the ethics of a service provider and their subsequent satisfaction with the service. The results of a disguised, laboratory experiment are used to suggest that customers respond to unethical cues in the environment through lower ethical assessments and satisfaction ratings, but that ethical cues may not necessarily increase satisfaction scores when compared to a neutral situation. The implications suggest that ethical cues and an honest service provider may be the expected norm, and thus will lead to (or maintain) satisfaction with the service encounter, while unethical cues will create dissatisfaction. (C) 2002 by New York University. All rights reserved.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据