Customer Service
Assessing Passengers’ Perception Towards Customer Relationship Management In Indian Airline
Customer Relationship management is a crucial strategy which is adopted by every organization to improve its business and thus gaining competitive advantage over the rivals. Indian Aviation Industry Read More »
Taking Sides - How Service Frontline Employees Choose Between Their Company And Their Customers In
Role conflict is a highly salient theme in the literature on service frontline employees. Despite this, we still know little about how frontline employees decide which side to favor when faced with Read More »
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 Others Influence What We Say? The Impact Of Interpersonal Closeness On Word-of-Mouth Valence
A great deal of research in word-of-mouth (WOM) has aimed to understand whether consumers are more likely to share positive or negative information (Brown & Reingen 1987; Herr, Kardes, & Kim Read More »
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