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Dispositional Approach to Customer Satisfaction and Behavior

✍ Scribed by Gary N. Burns; Nathan A. Bowling


Book ID
106403536
Publisher
Springer US
Year
2009
Tongue
English
Weight
230 KB
Volume
25
Category
Article
ISSN
0889-3268

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πŸ“œ SIMILAR VOLUMES


Introduction: the dispositional approach
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The role of individual differences versus situations has been debated throughout the history of organizational behavior research. Disposition researchers have argued that job satisfaction is to a great extent a product of personality, as individuals vary in their responses to the same situation. Oth

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## Abstract This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a two‐level model in which se

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As is the case in most other service industries, customer satisfaction is of paramount importance in the telecommunications industry. However, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. This d

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This paper readdresses the person-situation debate in organizational research. The wellknown arguments of Davis-Blake and Pfeffer (1989) are evaluated in light of research and theory that has transpired since the publication of their original critique. A new dispositional model of job satisfaction i