Local versus non-local customer-contact personnel : an influencing factor on Customer Satisfaction?

• Main Authors: Liu, Zhiming., Yeo, Bee Chun., Liang, Wesley Xuchuan.
• Other Authors: Chen Yee Fong, Geraldine
• Format: Final Year Project
• Language: English
• Published: 2012
• Subjects: DRNTU::Business::Marketing::Consumer behavior
• Online Access: http://hdl.handle.net/10356/48130
• Institution: Nanyang Technological University

This study aims to determine if customer satisfaction is affected by the nationality of the customer-contact personnel. A modified version of the DINESERV model is proposed to suggest links among the four dimensions; namely reliability, responsiveness, assurance and empathy, with customer satisfacti...