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The Influence of Social Regard on the Customer–Service Firm Relationship: The Moderating Role of Length of Relationship

  • Estela Fernández Sabiote
  • Sergio Román
Article

Abstract

Purpose

The authors examine the influence of employees’ social regard toward the customers on customer satisfaction, trust, and word of mouth. In addition, we analyzed the moderating role of length of relationship between the service provider and the customer on the effects of social regard on the customer relationship outcomes.

Design/Methodology/Approach

Hypotheses were tested with customers of two service industries: financial services and hair salon services. Data were gathered through telephone and personal interview surveys.

Findings

Findings reveal that social regard had a positive influence on customer satisfaction, trust, and positive word of mouth. Also, length of relationship seems to moderate the effect of social regard on customer satisfaction and trust, but not on word of mouth.

Implications

The key influence of employees’ social regard reveals that it can become a tool for the management of customer satisfaction, trust, and word of mouth. Aspects of staff training should be affected by these findings.

Originality/Value

Despite the importance that researchers and practitioners have assigned to the influence of employees’ behaviors on relational variables at the company level, employees’ social regard toward the customers not only remains unexplored but also has been confounded with other social variables. This research not only proves its effects on relational variables (satisfaction, trust, and word of mouth) but also shows the moderating role of length of relationship.

Keywords

Services marketing Social regard Customer–organization relationship Length of relationship Satisfaction Trust Word of mouth 

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Copyright information

© Springer Science+Business Media, LLC 2009

Authors and Affiliations

  1. 1.Marketing Department, Facultad de Economía y EmpresaUniversity of MurciaMurciaSpain

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