AN ANALYSIS OF THE PRO-SOCIAL BEHAVIORS OF CUSTOMERS IN RESPONSE TO THE FIRMS’ SERVICE QUALITY

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

RANAEI KORDSHOOLI HABIBOLLAH; JAFARPOUR YOUNES; ALLAHYARI BOUZANJANI AHMAD

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Interdisciplinary Journal of Management Studies Year:2016 | Volume:9 | Issue:1 Page(s): 21-41

Download Full-Text

Persian Verion

View:

754

Download:

205

Cites:

Information Journal Paper

Title

AN ANALYSIS OF THE PRO-SOCIAL BEHAVIORS OF CUSTOMERS IN RESPONSE TO THE FIRMS’ SERVICE QUALITY

Author(s)

RANAEI KORDSHOOLI HABIBOLLAH | JAFARPOUR YOUNES | ALLAHYARI BOUZANJANI AHMAD | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

PASSENGER TRANSPORTATION AGENCIESQ2

PROSOCIAL BEHAVIORSQ2

SERVICE QUALITYQ2

Abstract

Nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. This has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ PROSOCIAL BEHAVIORS in service delivery process. Reasonably, one of the best strategies to encourage customers toward these behaviors is service delivering quality. Despite the importance of this issue, marketing researchers have not investigated the effect of customers’ perceived SERVICE QUALITY on their PROSOCIAL BEHAVIORS yet. The current study aims to bridge this research gap. Hence, a sample consisting of 381 customers of PASSENGER TRANSPORTATION AGENCIES (ground transportation), in the city of Shiraz, by convenient method were selected and surveyed. In addition, based on the theoretical framework of the research variables, the conceptual model was proposed. Finally, structural equation modeling (SEM) was used to test the hypotheses and it was found that the customers' perception of SERVICE QUALITY, through affecting their satisfaction, can be reflected in their prosocial responses toward the agency. Furthermore, the customers' perception of setting and staff's dimension of SERVICE QUALITY respectively have more positive effect on their satisfaction.

Cites

No record.

References

No record.

Cite

APA: Copy

RANAEI KORDSHOOLI, HABIBOLLAH, JAFARPOUR, YOUNES, & ALLAHYARI BOUZANJANI, AHMAD. (2016). AN ANALYSIS OF THE PRO-SOCIAL BEHAVIORS OF CUSTOMERS IN RESPONSE TO THE FIRMS’ SERVICE QUALITY. IRANIAN JOURNAL OF MANAGEMENT STUDIES, 9(1), 21-41. SID. https://sid.ir/paper/240920/en

Vancouver: Copy

RANAEI KORDSHOOLI HABIBOLLAH, JAFARPOUR YOUNES, ALLAHYARI BOUZANJANI AHMAD. AN ANALYSIS OF THE PRO-SOCIAL BEHAVIORS OF CUSTOMERS IN RESPONSE TO THE FIRMS’ SERVICE QUALITY. IRANIAN JOURNAL OF MANAGEMENT STUDIES[Internet]. 2016;9(1):21-41. Available from: https://sid.ir/paper/240920/en

IEEE: Copy

HABIBOLLAH RANAEI KORDSHOOLI, YOUNES JAFARPOUR, and AHMAD ALLAHYARI BOUZANJANI, “AN ANALYSIS OF THE PRO-SOCIAL BEHAVIORS OF CUSTOMERS IN RESPONSE TO THE FIRMS’ SERVICE QUALITY,” IRANIAN JOURNAL OF MANAGEMENT STUDIES, vol. 9, no. 1, pp. 21–41, 2016, [Online]. Available: https://sid.ir/paper/240920/en

Related Journal Papers