Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/towards-an-integrated-model-of-customer-service-skills-and-customer-uY0mizR9m1
References (145)
-
Mamoun Akroush (2009)
Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in JordanInternational Journal of Services, Economics and Management, 1
-
M. Akroush, M. Shibly, F. Khawaldeh
The effect of services marketing mix elements on customers satisfaction in the comprehensive motor insurance: an empirical investigation of customers perspectives in Jordan -
Matthew Yeung, Lee Ging, C. Ennew (2002)
Customer satisfaction and profitability: A reappraisal of the nature of the relationshipJournal of Targeting, Measurement and Analysis for Marketing, 11
-
A. Satorra, P. Bentler (1999)
A scaled difference chi-square test statistic for moment structure analysisPsychometrika, 66
-
Michael Jones, Jaebeom Suh (2000)
Transaction‐specific satisfaction and overall satisfaction: an empirical analysisJournal of Services Marketing, 14
-
V. Zeithaml, A. Parasuraman (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications, 58
-
Rebekah Russell–Bennett, S. Rundle‐Thiele (2004)
Customer satisfaction should not be the only goal -
P. Odgers
The World of Customer Service -
R.T. Rust, D.C. Williams
How length of patronage affects the impact of customer satisfaction on repurchase intention -
N. Marr (1987)
UNDERSTANDING CUSTOMER SERVICE FOR INCREASED COMPETITIVENESSInternational Marketing Review, 4
-
Mamoun Akroush, Amjad Abu-ElSamen, Motteh Al-Shibly, Fayez Al-Khawaldeh (2010)
Conceptualisation and development of customer service skills scale: an investigation of Jordanian customersInt. J. Mob. Commun., 8
-
10.1509/jmkg.70.4.1
-
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
-
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
-
D. Aaker, R. Jacobson (1994)
The Financial Information Content of Perceived QualityJournal of Marketing Research, 31
-
Christian Homburg, J. Wieseke, Torsten Bornemann (2009)
Implementing the Marketing Concept at the Employee–Customer Interface: The Role of Customer Need KnowledgeJournal of Marketing, 73
-
Zoe Dimitriades (2006)
Customer satisfaction, loyalty and commitment in service organizationsManagement Research News, 29
-
J. Woods
Customer service, value, and the systems view -
G. Walsh, Heiner Evanschitzky, Maren Wunderlich (2008)
Identification and analysis of moderator variables: investigating the customer satisfaction-loyalty linkEuropean Journal of Marketing, 42
-
Elizabeth Duncan, G. Elliott (2004)
Efficiency, customer service and financial performance among Australian financial institutionsInternational Journal of Bank Marketing, 22
-
J. Swan, R. Oliver (1989)
Postpurchase communications by consumersJournal of Retailing, 65
-
L. Anderson, S. Bolt
Professionalism: Real Skills for Workplace Success -
Atìla Yüksel, M. Rimmington (1998)
Customer-Satisfaction MeasurementCornell Hotel and Restaurant Administration Quarterly, 39
-
S. Chadha, D. Kapoor
Effect of switching cost, service quality and customer satisfaction on customer loyalty of cellular service providers in Indian market -
Zulganef Zulganef (2006)
The Existence of Overall Satisfaction in Service Customer RelationshipsGadjah Mada International Journal of Business, 8
-
S. Slater, John Narver (1996)
Competitive strategy in the market-focused businessJournal of Market-Focused Management, 1
-
Heejin Lim, R. Widdows, Jungkun Park (2006)
M‐loyalty: winning strategies for mobile carriersJournal of Consumer Marketing, 23
-
Serkan Aydin, G. Özer, Ömer Arasil (2005)
Customer loyalty and the effect of switching costs as a moderator variable A case in the Turkish mobile phone marketMarketing Intelligence & Planning, 23
-
A. Parasuraman, V. Zeithaml, L. Berry
Reassessment of expectations as a comparison standard in measuring service quality: implications for future research -
E. Tsoukatos, G. Rand (2006)
Path analysis of perceived service quality, satisfaction and loyalty in Greek insuranceManaging Service Quality, 16
-
Serkan Aydin, G. Özer (2006)
How switching costs affect subscriber loyalty in the Turkish mobile phone market: An exploratory studyJournal of Targeting, Measurement and Analysis for Marketing, 14
-
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
-
Susan Fournier, Julie Yao (1997)
Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationshipsInternational Journal of Research in Marketing, 14
-
J. Quinn, Doorley Tl, Penny Paquette (1990)
Beyond products: services-based strategy.Harvard business review, 68 2
-
K. Newman (2001)
Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bankInternational Journal of Bank Marketing, 19
-
S. Jain (2007)
State of the art of international marketing research: directions for the futureJ. for Global Business Advancement, 1
-
D. Freemantle (1994)
Customer Service – Getting the Basics RightManaging Service Quality, 4
-
P. Varca (2004)
Service skills for service workers: emotional intelligence and beyondManaging Service Quality, 14
-
P. Bernthal, J. Davis
Service Skills in the Workplace -
Jordan Telecommunications Regulatory Commission (TRC)
Annual Report, Amman -
M. Mouawad, B. Kleiner
Illuminate new developments in customer service training -
Birgit Leisen, C. Vance (2001)
Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and GermanyManaging Service Quality, 11
-
S. Smith
How to create a plan to deliver great customer service -
Christopher Lovelock, Jochen Wirtz (2000)
Services Marketing: People, Technology, Strategy -
R.N. Bolton, K.N. Lemon, P.C. Verhoef
The theoretical underpinnings of customer asset management: a framework and propositions for future research -
A. Kuusik, U. Varblane (2009)
How to avoid customers leaving: the case of the Estonian telecommunication industryBaltic Journal of Management, 4
-
N. Marr (1990)
Customer Services – Off‐the‐peg or Tailor‐made?International Journal of Physical Distribution & Logistics Management, 20
-
P. Drucker
The Practice of Management -
Su Wong, C. Perry (1991)
Customer Service Strategies in Financial RetailingInternational Journal of Bank Marketing, 9
-
N. Çalik, N. Balta (2006)
Consumer satisfaction and loyalty derived from the perceived quality of individual banking services: A field study in Eskişehir from TurkeyJournal of Financial Services Marketing, 10
-
Maya Mouawad, B. Kleiner (1996)
New developments in customer service trainingManaging Service Quality, 6
-
M. Quinlan, R. Zemke, J. Snider, D. Nemeroff, S. Reinemund, R. Ayling, K. Singh, J. Perkins, J. Antonini, W. Loeb (1991)
How does service drive the service company?Harvard business review, 69 6
-
S. Spencer-Matthews, M. Lawley (2006)
Improving customer service: issues in customer contact managementEuropean Journal of Marketing, 40
-
J. Karimi, T. Somers, Y. Gupta (2001)
Impact of Information Technology Management Practices on Customer ServiceJournal of Management Information Systems, 17
-
M. Silver, A. Ehrenberg (1989)
Repeat-Buying: Facts, Theory and Applications.Journal of The Royal Statistical Society Series A-statistics in Society, 152
-
Elizabeth Duncan, G. Elliott (2002)
Customer service quality and financial performance among Australian retail financial institutionsJournal of Financial Services Marketing, 7
-
A. Smith, B. Lewis (1989)
Customer Care in Financial Service OrganisationsInternational Journal of Bank Marketing, 7
-
P. Doyle
Building value‐based brand strategies -
Mobile Syndicated Study
Major mobile syndicated study results reveal customer attitudes towards mobile operators in Jordan, UAE, Egypt and KSA -
M. Baker (1985)
Marketing Strategy and Management -
B. Farber, J. Wycoff
Customer service: evolution and revolution -
Y. Xu, R. Goedegebuure, B. Heijden
Customer perception, customer satisfaction, and customer loyalty within Chinese securities business: towards a mediation model for predicting customer behavior -
C. Fornell, Michael Johnson, E. Anderson, Jaesung Cha, B. Bryant (1996)
The American Customer Satisfaction Index: Nature, Purpose, and FindingsJournal of Marketing, 60
-
10.1007/BF02296192
-
Jordan's Telecommunications Regulatory Commission (TRC)
Jordan's Telecommunications Regulatory Commission (TRC) -
E. Jones, P. Keppler
Improving customer service and communication skills in public works: learning when to say ’no’ without closing doors -
10.1080/09544120120060097
-
Richard Garfein (1988)
GUIDING PRINCIPLES FOR IMPROVING CUSTOMER SERVICEJournal of Services Marketing, 2
-
Yingzi Xu, R. Goedegebuure, B. Heijden (2007)
Customer Perception, Customer Satisfaction, and Customer Loyalty Within Chinese Securities BusinessJournal of Relationship Marketing, 5
-
Li-tze Hu, P. Bentler (1999)
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternativesStructural Equation Modeling, 6
-
D. Stamatis (1995)
Total Quality Service -
L. Schlesinger, J. Heskett (1991)
Breaking the Cycle of Failure in Services -
Mamoun Akroush (2008)
Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in JordanGlobal Business and Economics Review, 10
-
D. Stamatis
Total Quality Service: Principles, Practices, and Implementation -
M. Parvez
A relational study on service quality, switching cost, trust, customer satisfaction and customer loyalty in the context of grameenphone -
J. Raju, V. Srinivasan, R. Lal (1990)
The Effects of Brand Loyalty on Competitive Price Promotional StrategiesManagement Science, 36
-
D. Lambert, T. Harrington
Establishing customer service strategies within the marketing mix: more empirical evidence -
R. McMullan, A. Gilmore (2008)
Customer loyalty: an empirical studyEuropean Journal of Marketing, 42
-
Mamoun Akroush, H. Al-dmour (2010)
The Relationship between Brand-Building Factors and Branding Benefits in Commercial Banks Operating in Jordan: An Empirical Investigation of Managers' PerspectivesJordan Journal of Business Administration, 2
-
Yang-Im Lee (2004)
Customer service and organizational learning in the context of strategic marketingMarketing Intelligence & Planning, 22
-
Kevin Voss, Eric Spangenberg, Bianca Grohmann (2003)
Measuring the Hedonic and Utilitarian Dimensions of Consumer AttitudeJournal of Marketing Research, 40
-
10.1177/002224378101800104
-
M.A. Kardoosh, Z. Steityeh
Cover story: failure to send -
P. Drucker, 齐 若兰, 那 国毅 (1954)
管理的实践=The practice of management -
L. Berry (1999)
Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success -
Moon-Koo Kim, Myeong-Cheol Park, Dong-Heon Jeong (2004)
The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication servicesTelecommunications Policy, 28
-
G. Gilbert, C. Veloutsou (2006)
A cross-industry comparison of customer satisfactionJournal of Services Marketing, 20
-
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
P. Timm (1997)
Customer Service: Career Success Through Customer Satisfaction -
10.1177/002224299405800109
-
Arab Advisors
Arab Advisors Group's report analyzes cellular tariffs for 53 cellular operators in 19 Arab countries -
L. Kanovska
Customers service and their role for industrial small and medium companies -
Msmw (1981)
Customer satisfaction.The Western journal of medicine, 134 3
-
T. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, D. Estrin (2005)
Does customer satisfaction lead to profitabilityManaging Service Quality, 15
-
10.1177/0092070304263341
-
N. Avkiran (1999)
Quality customer service demands human contactInternational Journal of Bank Marketing, 17
-
J. Goodman
Quantifying the impact of create customer service on profitability -
Xueming Luo, C. Bhattacharya (2006)
Corporate Social Responsibility, Customer Satisfaction, and Market ValueJournal of Marketing, 70
-
Serkan Aydin, G. Özer (2005)
The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication marketEuropean Journal of Marketing, 39
-
Yorick Odin, Nathalie Odin, P. Valette-Florence (2001)
Conceptual and operational aspects of brand loyalty: an empirical investigationJournal of Business Research, 53
-
J. Nicholls, G. Gilbert, S. Roslow (1998)
Parsimonious measurement of customer satisfaction with personal service and the service settingJournal of Consumer Marketing, 15
-
S. Hunt, R. Morgan (1995)
The Comparative Advantage Theory of CompetitionJournal of Marketing, 59
-
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
-
M. Christopher
Customer service and logistics strategy -
J. Sterling, D. Lambert (1987)
ESTABLISHING CUSTOMER SERVICE STRATEGIES WITHIN THE MARKETING MIXJournal of Business Logistics, 8
-
D. Gerbing, James Anderson (1988)
An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its AssessmentJournal of Marketing Research, 25
-
T. Gerpott, Wolfgang Rams, Andreas Schindler (2001)
Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications marketTelecommunications Policy, 25
-
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
-
B. Schneider, D. Bowen (1999)
Understanding Customer Delight and OutrageSloan Management Review, 41
-
K. File, Dianne Cermak, R. Prince (1994)
Word-of-Mouth Effects in Professional Services Buyer BehaviourService Industries Journal, 14
-
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
-
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
-
D. Goetsch, Stanley Davis (2003)
Effective Customer Service: Ten Steps for Technical Professions -
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
-
L. Chernatony, F. Riley (1999)
Experts' Views About Defining Services Brands and the Principles of Services BrandingJournal of Business Research, 46
-
William Boyd, Myron Leonard, C. White (1994)
Customer Preferences for Financial Services: An AnalysisInternational Journal of Bank Marketing, 12
-
10.1016/B0-08-043076-7/04273-X
-
S. Aydin, G. Özer, O. Arasil
Customer loyalty and the effect of switching costs as moderator variable -
C. Ee Ling, E. De Run
Satisfaction and loyalty: customer perceptions of Malaysian telecommunication service providers -
N. Marr (1984)
The Impact of Customer Services in International MarketsInternational Journal of Physical Distribution & Logistics Management, 14
-
Elaine Harris (1995)
Customer Service: A Practical Approach -
John Haughey (1997)
The Loyalty EffectBusiness Ethics Quarterly, 7
-
M. Quinn, J. Humble (1993)
Using service to gain a competitive edge—The PROMPT approachLong Range Planning, 26
-
L. Olsen, Michael Johnson (2003)
Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative EvaluationsJournal of Service Research, 5
-
F. Webster
Executing the new marketing concept -
Rohit Deshpandé, J. Farley, F. Webster (1993)
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad AnalysisJournal of Marketing, 57
-
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
-
M. Butt, E. De Run
Measuring Pakistani mobile cellular customer satisfaction -
J. Bloemer, H. Kasper (1995)
The complex relationship between consumer satisfaction and brand loyaltyJournal of Economic Psychology, 16
-
Technical Report Assistance Research Programs
Technical Report Assistance Research Programs -
Peter Trim, Yang-Im Lee (2004)
Enhancing customer service and organizational learning through qualitative researchQualitative Market Research: An International Journal, 7
-
J. Choppin (1994)
Total Quality ServiceManaging Service Quality, 4
-
R.L. Oliver
Satisfaction: A Behavioral Perspective on the Customer -
Anne Swartzlander (2003)
Serving Internal and External Customers -
L. Schlesinger, J. Heskett (1991)
The service-driven service company.Harvard business review, 69 5
-
D. Aaker (1995)
Building Strong Brands -
Z. Dimitriades
Customer satisfaction, loyalty, and commitment in service organizations, some evidence from Greece -
E. Pfanner
A company lets callers roam free -
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
-
P. Kotler (1999)
Marketing Management: The Millennium Edition -
Ellen Garbarino, Mark Johnson (1999)
The Different Roles of Satisfaction, Trust, and Commitment in Customer RelationshipsJournal of Marketing, 63
-
Vikas Mittal, Pankaj Kumar, Michael Tsiros (1999)
Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System ApproachJournal of Marketing, 63
-
(2001)
REPORT SERIES RESEARCH IN MANAGEMENT BIBLIOGRAPHIC DATA AND CLASSIFICATIONS -
Joseph Cannon, Christian Homburg (2001)
Buyer–Supplier Relationships and Customer Firm CostsJournal of Marketing, 65
-
R. Hallowell (1996)
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical studyInternational Journal of Service Industry Management, 7
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1056-9219
- DOI
- 10.1108/10569211111189365
- Publisher site
- See Article on Publisher Site
Abstract
Purpose – The purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile service operators. Design/methodology/approach – To achieve the research objectives, data were collected from 1,350 subscribers in Jordan from which 1,007 were valid for the analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested an integrated model of customer service skills and customer loyalty through examining the meditational effects of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty. Findings – It was found that three of customer service skills components, namely; reputation building skills, nonverbal communication skills, and customer service culture have positive relationships with customer service satisfaction dimensions (overall, functional, and technical customer satisfaction). Also, overall customer service satisfaction and technical customer service satisfaction dimensions fully mediated the relationships between customer service skills and customer loyalty. Originality/value – This is the first attempt to investigate the relationship between customer service skills and customer loyalty through customer service satisfaction dimensions as mediators, either in Jordan or other developing countries. The authors' results also provide significant managerial implications on how to acquire and retain loyal customers in today's highly competitive telecommunications market, and the vital role of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.
Journal
International Journal of Commerce and Management – Emerald Publishing
Published: Nov 22, 2011
Keywords: Jordan; Middle East; Mobile communication systems; Customer satisfaction; Customer service skills; Technical customer satisfaction; Customer loyalty; Mobile telecommunications