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The Impact of Employees’ Reaction on Customer Satisfaction in Failed Compatibility Management

In: Liss 2013

Author

Listed:
  • Jianxin Li

    (Changsha University of Science & Technology)

  • Jing Luo

    (Changsha University of Science & Technology)

  • Huijuan Qin

    (Changsha University of Science & Technology)

Abstract

This article adopts the method of critical incident technique (CIT) to analyze the impacts of employee responses (active\passive) and degree of effort (high\low) to customer satisfaction. The results show that: (1) even if the compatibility management fails, employees’ active reaction have a positive effect on customer satisfaction still and it can be lead to higher satisfaction than employees’ reactive; (2) when employee react actively, degree of efforts have a positive influence on customer satisfaction.

Suggested Citation

  • Jianxin Li & Jing Luo & Huijuan Qin, 2015. "The Impact of Employees’ Reaction on Customer Satisfaction in Failed Compatibility Management," Springer Books, in: Runtong Zhang & Zhenji Zhang & Kecheng Liu & Juliang Zhang (ed.), Liss 2013, pages 939-943, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-40660-7_140
    DOI: 10.1007/978-3-642-40660-7_140
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