The effects of customer social exchange relationships with organizations, service providers, and customers: the moderating effects of customer experience

Youjae Yi, Taeshik Gong

Research output: Contribution to journalArticle

34 Citations (Scopus)

Abstract

This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus–organism–response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported.
Original languageEnglish
Pages (from-to)1513-1528
Number of pages16
JournalService Industries Journal
Volume29
Issue number11
DOIs
Publication statusPublished - 28 Oct 2009

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Keywords

  • perceived organisational support
  • perceived service provider support
  • perceived customer support
  • customer satisfaction
  • customer experience
  • customer social exchange
  • relationships
  • organizations

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