Customer’s preferred service behaviors in two industries: the case of the mexican consumers
DOI:
https://doi.org/10.29105/rinn3.5-6Abstract
The interaction that occurs between a service provider and a customer has received a significant amount of attention in the services research stream. However, there is still little knowledge with regards to how consumers assess service encounters, and even less about what is important to consumers in different countries other than the U.S. Using Mexican consumers, a
group of behaviors (caring, courtesy, friendliness, and promptness) was investigated to determine their relative importance in interactions with medical and restaurant service encounters and their impact on satisfaction with those providers. Promptness was the only behavior that did not have an effect on satisfaction reflecting a society with a higher orientation for people-oriented behaviors.
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