Customer Satisfaction
Breathing Down Your Neck - The Impact Of Queues On Customers Using A Service
Queues are ubiquitous phenomena in many service industries. While a rich body of research in this field focuses on queues from a waiting perspective, the purpose of this paper is to investigate what Read More »
Antecedent And Consequences Of Positive Word Of Mouth From WOM Sender’s Perspective: A Conceptual
This paper outlines a conceptual framework of the antecedent and consequences of offline positive word of mouth (P-WOM) from the WOM sender’s perspective, as the effect of WOM on WOM’s sender is Read More »
Why Dissatisfied Customers Buy Again? The Role Of Self-Attribution
This paper examines the influence of service dissatisfaction on repurchase intentions and the moderating effect of self-attribution. First, we examine the influence of service performance on service Read More »
Author: Stefanie Paluch, Andreas Kessenbrock, Soeren Koecher
Contributor: eb™ Research Team
Don´t Try Harder: Using Customer Inoculation To Build Resistance Against Service Failures
Capitalizing on a large-scale field experimental data set involving 1254 airline customers, this study introduces customer inoculation as a proactive strategy for mitigating negative consequences of Read More »
The Weight Of Product Attributes On Longitudinal Satisfaction For New And Long-Term Consumers
Research on longitudinal satisfaction demonstrates that the weight of product attributes on satisfaction shift over time. However, existing literature lacks an understanding of the intervening Read More »
Author: Ying Yu, Fengjie Jing, Bang Nguyen, Junsong Chen
Contributor: eb™ Research Team
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