An empirical Evaluation of the effect of service encounter on customer voluntary behavior: Exploration study of (TBI) customers
اللقاء الخدمي
السلوك التطوعي
نمذجة المعادلة الهيكلية
تحفيز سلوكيات الزبائن
مصرف التجارة العراقي .
service encounter
voluntary behavior
structural equation modeling
stimulating customer behaviors
Bank Iraqi Trade .
Purpose: To determine the impact of service encounter in stimulating voluntary customer behaviors.
- Approach / methodology: It was selected a sample of customers Bank Iraqi Trade (TBI) was (105) individual, using a questionnaire designed in the light of previous studies, was drafted scale and tested in the light of a group of statistical methods developed (reliability coefficient, reliability coefficient composite, convergence). Then test hypotheses through structural equation modeling.
- Results: The behaviors and characteristics of the service provider in effect urged bank customers to perform voluntary extra, as the service environment service encounter play a role in stimulating bank customer on voluntary behavior.
- Originality/ value: The value of current research in theoretical frameworks service encounter, and to focus on voluntary customer behaviors, and himself search determine the impact of the service encounter on volunteer service
