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The effectiveness of a brand call-center in revenue recovery
Mount, Daniel J.; Xiao, Qu - 2010
As organizations gradually recognize that enhanced customer satisfaction leads to better customer retention and profitability, the economic value of customers has been increasingly studied in various industries and individual companies in the past decade (e.g., Goodman, Ward, & Yanovsky, 1998;...
Persistent link: https://www.econbiz.de/10009468091
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The effectiveness of a brand call-center in revenue recovery FOr HospITALITY FIRMS
Mount, Daniel J.; Xiao, Qu - 2007
As organizations gradually recognize that enhanced customer satisfaction leads to better customer retention and profitability, the economic value of customers has been increasingly studied in various industries and individual companies in the past decade (e.g., Goodman, Ward, & Yanovsky, 1998;...
Persistent link: https://www.econbiz.de/10009468152
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Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
Noone, Breffni M.; Kimes, Sheryl E.; Mattila, Anna S.; … - In: Journal of service management 20 (2009) 3/4, pp. 380-403
Persistent link: https://www.econbiz.de/10008374469
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Consumer reaction to crowding for extended service encounters
Noone, Breffni M.; Mattila, Anna S. - In: Managing service quality : MSQ ; an international journal 19 (2009) 1, pp. 31-41
Persistent link: https://www.econbiz.de/10008170265
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Examining the application of six sigma in the service exchange
Noone, Breffni M.; Namasivayam, Karthik; Tomlinson, … - In: Managing service quality : MSQ ; an international journal 20 (2010) 3, pp. 273-294
Persistent link: https://www.econbiz.de/10008408523
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Overcompensating for severe service failure: perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M. - In: The journal of services marketing 26 (2012) 5, pp. 342-352
Persistent link: https://www.econbiz.de/10009998317