Title: Path analysis of the consequences of customer service skills: an exploratory study in Jordan

Authors: Amjad A. Abu-ElSamen, Mamoun N. Akroush

Addresses: Faculty of Business, Department of Marketing, The University of Jordan, Amman 11192, Jordan. ' Talal Abu-Ghazaleh Graduate School of Business Administration, The German – Jordanian University, P.O. Box 921951, Amman 11192, Jordan

Abstract: The aim of this research is to examine the relationship between customer service skills (CSS), customer satisfaction (CS) and customers| loyalty (CL) through relationship marketing skills (RMS) in mobile service organisations (MSOs) in Jordan. Data were collected from 1,350 mobile service subscribers of the MSOs in Jordan. Our findings indicate that CSS has positively and significantly affected CS. CS dimensions have positively and significantly affected CL and RMS has positively and significantly affected CL. RMS partially mediated the relationship between CS dimensions and CL. Our research is the first attempt to investigate the relationship between CSS, CS and CL through RMS, as mediator, either in Jordan or in other developing countries.

Keywords: customer services; customer service skills; reputation building skills; problem solving skills; verbal communication skills; non-verbal communications skills; customer service culture; functional customer satisfaction; relationship marketing skills; customer loyalty; mobile services; m-services; Jordan; developing countries.

DOI: 10.1504/IJSS.2011.040642

International Journal of Services and Standards, 2011 Vol.7 No.1, pp.50 - 77

Published online: 27 Feb 2015 *

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