Customer Service
Pour Oil On Troubled Water: The Effects Of Mere Measurement And Time On Customer Desire For Revenge
Since revenge significantly affects both victim and offender, research on revenge has received increasing attention in the psychology (McCullough, Fincham, and Tsang 2003; McCullough, Kurzban, and Read More »
Suffering In Silence: Close Customers’ Reluctance To Complain Damages Service Relationships
Firms strive to create strong relationships between their service providers and customers (Yim, Tse, and Chan 2008). Indeed, strong customer relationships drive favorable word of mouth (Verhoef, Read More »
Putting The Customer Second: Pronouns In Customer Firm Interactions
Recent work has demonstrated the importance of specific word use in influencing consumer behavior. This emerging body of work has examined the impact of language use on consumer senders and receivers Read More »
UNPACKING THE COMPLEXITY OF PUBLIC SERVICE RECOVERY STRATEGIES IN THE AIRLINE INDUSTRY
This study explores public service recovery (SR) strategies in the airline industry by analyzing the factors that influence effective SR, including customer perception, joint experience of the Read More »
IDENTIFYING CRITICAL FACTORS IN THE DEVELOPMENT OF A PROACTIVE SERVICE RECOVERY STRATEGY FOR ONLINE
This study investigates customer perceptions of service failure and recovery strategies in the context of online banking in Pakistan. The aims is to develop appropriate service recovery strategies Read More »
Author: Sebastian Okafor, Wilson Ozuem, Sohail Anwar
Contributor: eb™ Research Team
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