Volume 15, Issue 12 (3-2019)                   cs 2019, 15(12): 77-92 | Back to browse issues page


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nadaf M, nahkilikuti S, mahmudi E. Modeling influential factors in incidence of customers dysfunctional behavior. cs. 2019; 15 (12) :77-92
URL: http://cs.shahed.ac.ir/article-1-1362-en.html
Ahvaz. shahid chamran university of Ahvaz , mahdi.nadaf@gmail.com
Abstract:   (1098 Views)

Evidence-based literature suggests that customers behave in a desirable and functional way during the exchange process, but sometimes, customers display inappropriate behaviors, thus causing problems for organizations, employees, and even other customers. They come. The non-functional behavior of customers is affected by several factors. Given the role and importance of the customer in the survival of the organization, managers need to understand the importance of these factors. . Since few studies have focused on this aspect of customer behavior, the purpose of this study is to measure the impact of effective factors on the incongruity of customer behaviors. The statistical sample of the research is the customers of the after sales service dealers of the automobile companies (Iran Khodro and Saipa) in Ahwaz metropolis. Data collected from 385 questionnaires were analyzed using structural equation method and PLS software. The results of the statistical tests showed that all three identified factors, including disturbance of service space, discontent with services and bug-specific characteristics, directly affect the incidence of inappropriate customer behavior.

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Type of Study: Research | Subject: Special

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