Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context |
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| Authors: | James L Thomas |
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| Institution: | 1. College of Commerce &2. Business Administration , Jacksonville State University , Jacksonville, Alabama, USA |
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| Abstract: | This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results indicate significant relationships between the constructs, supporting previous study findings and logical thought. Results, managerial implications and research implications are included. |
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| Keywords: | monopolistic services customer satisfaction organizational commitment ethical perceptions service quality |
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