Abstract
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
DOI
10.33095/jeas.v19i70.825
Subject Area
Managerial
First Page
124
Last Page
148
Rights
http://creativecommons.org/licenses/by-nc-nd/4.0
Recommended Citation
Abdul Rasool, H. A., & Kadhim, F. J. (2013). An Empirical Evaluation of the Effect of Service Encounter on Customer Voluntary Behavior: Exploration Study of (TBI) Customers. Journal of Economics and Administrative Sciences, 19(70), 124-148. https://doi.org/10.33095/jeas.v19i70.825
