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首页> 外文期刊>Journal of Business Research >Dual organizational identification impacting client satisfaction and word of mouth loyalty
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Dual organizational identification impacting client satisfaction and word of mouth loyalty

机译：双重组织识别影响客户满意度和口碑忠诚度

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摘要

This research applies social identity theory to the project manager-client relationship in the service sector to examine the impact of dual identification and client co-location on the satisfaction and word of mouth (loyalty) of the client. The research is conducted in the information technology industry with a sample of project manager-client dyadic relationships. The results show that project managers that have identification to their own organization and the client organization have significantly more loyal clients compared to project managers that do not have identification to their organization or the client organization. Project managers that only have client organization identification and not service organization identification have significantly more client loyalty compared to project managers that only have service organization identification. Further, the results show that being co-located with a client results in greater client satisfaction, but does not increase a project manager's identification to the client organization.
机译：这项研究将社会认同理论应用于服务业中的项目经理-客户关系，以研究双重身份识别和客户共置对客户满意度和口碑（忠诚度）的影响。该研究是在信息技术行业中进行的，项目样本为项目经理与客户的二元关系。结果表明，与没有对其组织或客户组织标识的项目经理相比，对自己的组织和客户组织具有标识的项目经理拥有更多的忠实客户。与仅具有服务组织标识的项目经理相比，仅具有客户组织标识而不具有服务组织标识的项目经理具有更高的客户忠诚度。此外，结果表明，与客户共处一地可提高客户满意度，但不会增加项目经理对客户组织的认同感。

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