What Goes Around Comes Around: The Impact Of Employee Empathy On Service Recovery Performances
This research compares the impact of employee service recovery strategies with focus on affective (i.e., empathic concern) and cognitive empathy (i.e., perspective-taking) on customers’ emotional Read More »
Do Mystery Callers Really Represent Customers?
Mystery calling is a specific form of mystery shopping that is often applied for evaluating customer contact services. Using data from both customers and mystery callers (MCs), we study the validity Read More »
Author: Janny C. Hoekstra, Peter S.H. Leeflang, Annette Ammeraal
Contributor: eb™ Research Team
Do Organizational Policies Matter? The Impact Of Service Guarantee On Customer Perceptions Of
Delivering fair service recovery is crucial to restoring customer satisfaction and repatronage. This study contends that organizational policies impact recovery fairness perceptions. Underpinned by Read More »
Author: Benedetta Crisafulli, Jaywant Singh, Francesca Dall’Olmo Riley
Contributor: eb™ Research Team
Inspire To Delight: The Effects Of Customer Inspiration On Consumers’ Purchase Decisions
In an affluent consumer society characterized by an abundance of products and information customers with high demands seek new inspiration and individual solutions. However customer inspiration (CI) Read More »
It Might Be Exciting, But I’m Not In Mood Today. Mall Atmospherics, Shopping Behavior, And Mood
This research aims to demonstrate how both valence and arousal of incidental moods can moderate the relationship between the level of atmospheric arousal in a mall environment setting and shopping Read More »
Author: Raúl Pérez López, Laura Lucia Palacios, Yolanda Polo Redondo
Contributor: eb™ Research Team