The Impact of Employees’ Reaction on Customer Satisfaction in Failed Compatibility Management

Abstract

This article adopts the method of critical incident technique (CIT) to analyze the impacts of employee responses (active\passive) and degree of effort (high\low) to customer satisfaction. The results show that: (1) even if the compatibility management fails, employees’ active reaction have a positive effect on customer satisfaction still and it can be lead to higher satisfaction than employees’ reactive; (2) when employee react actively, degree of efforts have a positive influence on customer satisfaction.