Author(s)

Tang Wei ¹

Affiliation(s)

¹ Zhaoqing University, Zhaoqing, Guangdong, 526061, China

Corresponding Author

Tang Wei

ABSTRACT

The study found that the academic research on the antecedent variables of service contact mainly focuses on three aspects: customer factor, employee factor and enterprise factor. The consequence effect of service contact is mainly reflected in four aspects, and its specific content is customer's trust, satisfaction, loyalty and behavioral intention. The research on the antecedent variables and consequence effects of service contact is helpful to explore the deep relationship between service contact and other variables, and has good theoretical and practical significance for related researches on service management.

KEYWORDS

Service contact, antecedent variables, consequence effects

CITE THIS PAPER

Tang Wei, Research on Antecedent Variables and Consequence Effects of Service Contact. Cloud and Service-Oriented Computing (2022) Vol. 2: 36-41. DOI: http://dx.doi.org/10.23977/csoc.2022.020105.

REFERENCES

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[2] Li Zhilan. (2015). Review and Prospect of Inter-customer Interaction Research. Foreign Economics and Management, 37(12), 13.
[3] De Keyser, A., Koecher, S., Alkire, L., Verbeeck, C., & Kandanpully, J.. (2019). Frontline Service Technology Infusion: Conceptual Archetypes and Future Research Directions. Journal of Service Management , 30(1), 156-183.
[4] Alexander, Richter, Peter, Heinrich, Alexander, & Stocker, et al. (2018). Digital work design. Wirtschaftsinformatik.
[5] Christina, S., & Milena, M. (2018). Attributions of Service Quality: Immigrant Customers' Perspective. Journal of Services Marketing, 32(5), 559-569.
[6] Bresin, K., & Mekawi, Y. (2019). Do Marijuana Use Motives Matter? Meta-Analytic Associations with Marijuana Use Frequency and Problems. Addictive Behaviors, 99, 106102.

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