Reference Group Influence on Banking Services in India - Softcover

Sen, Sankalpa

Softcover

ISBN 10: 6139889340 ISBN 13: 9786139889341

Verlag: LAP LAMBERT Academic Publishing, 2020

Inhaltsangabe

While satisfaction is a post purchase phenomenon, the pre-consumption anticipation or expectations of quality for services can be evolved and crafted in individuals over time. For a fixed level of perceived quality, the overall service quality may vary due to the varying service expectations of customer. Zeithaml, Barry and Parasuraman (1993) suggested that the service expectations are influenced by several controllable (explicit or Implicit service promises) and uncontrollable factors. One or few of these uncontrollable and variable factors may have a significant relationship to social group influences, like WOM, personal needs and perception of services quality alternatives and predicted services. Meuter et al. (2000) discovered that customers more often engage in positive word-of-mouth and if satisfied will repurchase and share their positive experiences. Further studies in the consumer behavior have revealed that for a consumer, pleasure, unhappiness and other elements of satisfactions will lead and motivate consumers to share their respective experiences with others (Dichter 1966; Neelamegham and Jain 1999; Nyer 1997) and most effectively with the relevant others.

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Data Analytics Professional who served Fortune Organisations like GE, HP, Standard Chartered Bank helping optimization of expenses and designing operational strategies in space of HR and Finance. He regularly writes for leading media houses particularly in space of service quality and customer satisfaction.

Details zur Ausgabe

• Verlag: LAP LAMBERT Academic Publishing
• Erscheinungsdatum: 2020
• Sprache: Englisch
• ISBN 10: 6139889340
• ISBN 13: 9786139889341
• Einband: Taschenbuch
• Anzahl der Seiten: 112
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Verlag Unser Wissen; customerservice@vdm-vsg.de; ; Brivibas gatve 197; Riga; 1039; Lettland