The Effects of Frontliner Interaction Behavior on Customer Value: Customer Experience as a Mediator (68365)
Session Chair: Grant Black
Sunday, 28 May 2023 15:10
Session: Session 4
Room: Room 708
Presentation Type:Oral Presentation
The purpose of this study is to explore whether customer experience may play a mediating effect between frontliner interaction behavior and customer value. Therefore, in this study it is important to know what frontliner interaction behaviors should be demonstrated to enhance the positive consumer experience. To ensure respondents’ memories are fresh, they will be asked to focus on their last interaction with life insurance agents within three months. This study may help managers’ and employers’ understand customer expectations of frontliner interaction behavior and provide suggestions about selecting personnel and training personnel. Moreover, a framework is proposed to demonstrate how to improve customer service experience derived from interactions with service employees.
Wei-Ting Chen, National University of Kaohsiung, Taiwan
Yu-Chi Wu, National University of Kaohsiung, Taiwan
About the Presenter(s)
Mr. Chen is a master student, who studying at National University of Kaohsiung, and study in Institute of Business and Management. The main research field is Marketing.
See this presentation on the full schedule – Sunday Schedule
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