The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters

Journal of Service Research

Volumn 2, Issue 3, 2000, Pages 276-284

  de Ruyter, ko ^a   Wetzels, Martin G M ^a  

^a MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84990350755     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467050023005     Document Type: Article

References (43)

1. Abrams, K. S. and E. P. Hibbison (1986), Communication at Work: Listening, Speaking, Writing and Reading. Englewood Cliffs, NJ: Prentice Hall.
2. Aiello, J. R. and K. J. Kolb, (1995), “Electronic Performance Monitoring: A Risk Factor for Workplace Stress,” in Organizational Risk Factors for Job Stress, S. Sauter and L. R. Murphy, eds. Washington, DC: American Psychological Association, 163-180.
3. Anderson, C. and M. Martin (1995), “The Effects of Communication Motives, Interaction Involvement, and Communication Loneliness on Satisfaction,” Small Group Research, 26 (1), 118-137.
4. Anderson, E. W. and B. Weitz (1989), “Determinants of Continuity in Conventional Industrial Channel Dyads,” Marketing Science, 4 (4), 310-323.
5. Anton, J. (1996), Call Center Management by the Numbers. Santa Maria, CA: Press on Regardless.
6. Bagozzi, R. P. and T. F. Heatherton (1994), “A General Approach to Representing Multifacted Personality Constructs: Application to State Self-Esteem,” Structural Equation Modeling, 1, 35-67.
7. Bagozzi, R. P. and Y. Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science,16 (Spring), 74-94.
8. Barker, L. L. and D. A. Gaut (1996), Communication, 7th ed. Boston: Allyn and Bacon.
9. Baumgartner, H. and C. Homburg (1996), “Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review,” International Journal of Research in Marketing, 13 (2), 139-161.
10. Bentler, P. M. and C. Chou (1987), “Practical Issues in Structural Modeling,” Sociological Methods and Research, 16 (August), 78-117.
11. Bollen, K. A. (1989), Structural Equations with Latent Variables.New York: John Wiley.
12. Brody, M. (1994), “Listen Up! Do You Really Hear What People Are Saying?” American Salesman, 39, 14-14.
13. Cowles, D. and L. A. Crosby (1990), “Consumer Acceptance of Interactive Media,” Services Industries Journal, 10 (3), 521-540.
14. Crosby, L. A., K. Evans, and D. Cowles (1990), “Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, 54 (July), 68-81.
15. Dabholkar, P. (1994), “Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies,” in Advances in Services Marketing and Management, Vol. 3, T. A. Swartz, D. E. Bowen, and S. W. Brown, eds. Greenwich, CT: JAI, 241-272.
16. Dawson, K. (1998), The Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center. New York: Miller-Freeman.
17. Dobbins, K. (1996), “Achieving Customer Loyalty through Increased Usage of Teleservices,” Direct Marketing, 59 (November), 46-49.
18. Frank, A. D. and J. L. Brownell (1989), Organizational Communication and Behavior: Communicating to Improve Performance (2+2=5). Orlando FL: Darnell.
19. Frazier, G. L., J. D. Gill, and S. H. Kale (1989), “Dealer Dependence Levels and Reciprocal Actions in a Channel of Distribution in a Developing Country,” Journal of Marketing, 53, 50-69.
20. Gerbing, D. W. and J. C. Anderson (1988), “An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment,” Journal of Marketing Research, 25 (May), 186-192.
21. Hoelter, J. W. (1983), “The Analysis of Covariance Structures: Goodness-of-Fit Indices,” Sociological Methods and Research,11 (February), 325-344.
22. Hu, L. T. and P. M. Bentler (1999), “Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,” Structural Equation Modeling, 6 (1), 1-55.
23. Hulland, J., Y. H. Chow, and S. Lam (1996), “Use of Causal Models in Marketing Research,” International Journal of Research in Marketing, 13, 181-197.
24. James, L. R., S. S. Mulaik, and J. M. Brett (1982), Causal Analysis.Beverly Hills, CA: Sage.
25. Jöreskog, K. G. and D. Sörbom (1989), LISREL (r) 7: A Guide to the Program and Applications. Chicago: SPSS Inc.
26. Jöreskog, K. G. and D. Sörbom (1993), LISREL (r) 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: SPSS Inc., and Hillsdale, NJ: Lawrence Erlbaum.
27. Kenny, D. A. (1979), Correlation and Causality. New York: John Wiley.
28. Lagace, R. R., R. Dahlstrom, and J. Gassenheimer (1991), “The Relevance of Ethical Salespeople Behavior on Relationship Quality: The Pharmaceutical Industry,” Journal of Personal Selling & Sales Management, 11 (Fall), 39-47.
29. Larzelere, R. E. and T. L. Huston (1980), “The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships, Journal of Marriage and the Family, 42 (August), 595-604.
30. Lewis, M. and N. L. Reinsch Jr. (1988), “Listening in Organizational Environments,” Journal of Business Communication, 25 (3), 49-67.
31. Loehlin, J. C. (1987), Latent Variable Models. Hillsdale, NJ: Lawrence Erlbaum.
32. Mead, N. A. (1986), “Listening and Speaking Skills Assessment,” in Performance Assessment: Methods and Applications, R. A. Berk, ed. Baltimore: Johns Hopkins University Press, 509-521.
33. Molloy, M. (1996), “Romancing the Phone; A Little Irish Matchmaking Helps Europeans Fall in Love with American Marketers,” Direct Marketing, 59 (May), 40-43.
34. Morgan, R. M. and S. D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (July), 20-38.
35. Netemeyer, R. G., M. W. Johnston, and S. Burton (1990), “Analysis of Role Conflict and Role Ambiguity in a Structural Equations Framework,” Journal of Applied Psychology, 75 (2), 148-157.
36. Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
37. Osterhus, T. L. (1997), “Pro-Social Consumer Influence Strategies: When and How Do They Work,” Journal of Marketing, 61 (October), 16-29.
38. Pearson, J. C. and P. E. Nelson (1997), An Introduction to Human Communication; Understanding and Sharing. Dubuque, IA: Master.
39. Ramsey, R. P. and R. S. Sohi (1997), “Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes,” Journal of the Academy of Marketing Science, 25 (2), 127-137.
40. Selnes, F. (1998), “Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships,” European Journal of Marketing, 32 (3/4), 305-322.
41. Settoon, R. P., N. Bennett, and R. C. Liden (1996), “Social Exchange in Organizations: Perceived Organizational Support, Leader-Member Exchange, and Employee Reciprocity,” Journal of Applied Psychology, 81 (3), 219-227.
42. Trenholm, S. (1995), Thinking through Communication: An Introduction to the Study of Human Communication. Boston: Allyn and Bacon.
43. Williams, L. J. and J. T. Hazer (1986), “Antecedents and Consequences of Satisfaction and Commitment in Turnover Model: A Reanalysis Using Latent Variable Structural Equation Methods,” Journal of Applied Psychology, 71 (2), 219-231.