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An empirical evaluation of the effect of service encounter on customer voluntary behavior: Exploration study of (TBI) customers | ||
| journal of Economics And Administrative Sciences/ University of baghdad | ||
| Article 1, Volume 19, Issue 70, 2013, Pages 134-148 | ||
| Abstract | ||
| Purpose: To determine the impact of service encounter in stimulating voluntary customer behaviors. - Approach / methodology: It was selected a sample of customers Bank Iraqi Trade (TBI) was (105) individual, using a questionnaire designed in the light of previous studies, was drafted scale and tested in the light of a group of statistical methods developed (reliability coefficient, reliability coefficient composite, convergence). Then test hypotheses through structural equation modeling. - Results: The behaviors and characteristics of the service provider in effect urged bank customers to perform voluntary extra, as the service environment service encounter play a role in stimulating bank customer on voluntary behavior. - Originality/ value: The value of current research in theoretical frameworks service encounter, and to focus on voluntary customer behaviors, and himself search determine the impact of the service encounter on volunteer service behaviors. | ||
| Keywords | ||
| service encounter; voluntary behavior; structural equation modeling; stimulating customer behaviors; Bank Iraqi Trade | ||
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