Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective
Abstract
This research proposes a theoretical model to explain customer compliance with employee fuzzy requests in service encounters from a self-determination theory perspective. Utilizing data collected from 382 car-hailing users in south China, the model was examined through partial least squares structural equation modeling. Results revealed that identified and integrated regulations are positively related to customer compliance. Furthermore,...
Paper Details
Title
Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective
Published Date
Feb 24, 2020
Journal
Volume
14
Issue
2
Pages
217 - 240
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Notes
History