Showing 1 - 10 of 922
Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...
Persistent link: https://www.econbiz.de/10008787949
Verbraucherreaktionen bei Unzufriedenheit mit einem gekauften Produkt oder einer in Anspruch genommenen Dienstleistung sind vielfältig und reichen von direkten Beschwerden bei Händlern oder Herstellern über Beschwerden bei Dritteinrichtungen bis hin zum Wechsel des Anbieters. Dabei können...
Persistent link: https://www.econbiz.de/10011070439
Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article...
Persistent link: https://www.econbiz.de/10011209803
Although effective customer complaint management can be a key success factor for international service firms, relatively little is known about employees' proclivity to report complaints. The present study examines the meaningfulness and cross-national validity of the Israel-developed willingness...
Persistent link: https://www.econbiz.de/10011193937
Extant service recovery research treats apology as a dichotomy, in that it is either present or absent, but how it is conveyed is neglected. Based upon social psychological research, this study argues that an apology comprises three different components: empathy, intensity, and timing, which...
Persistent link: https://www.econbiz.de/10010867889
Many retailers use coupons to compensate customers who complain. They also establish procedures to manage complaints quickly to avoid customer defection. Little attention has been paid to how these managerial actions used by retailers (e.g. coupons, quick response, etc.) interact and no research...
Persistent link: https://www.econbiz.de/10011050120
This research reports the findings of an exploratory study on the everyday management of customer complaints in the French business-to-business sector. A web-based survey rendered 57 eligible responses from managers who deal with customer contacts on an everyday basis. A Lindblomian perspective...
Persistent link: https://www.econbiz.de/10010577271
The aim of this communication is to study the effectiveness of complaint management according to the quality of the relationship between the firm and the customer. We compare interactional (relational) and distributive (monetary) compensation in terms of preference for loyal and new customers....
Persistent link: https://www.econbiz.de/10010543499
The aim of this communication is to study the effectiveness of complaint management according to the quality of the relationship between the firm and the customer. We compare interactional (relational) and distributive (monetary) compensation in terms of preference for loyal and new customers....
Persistent link: https://www.econbiz.de/10010550927
Persistent link: https://www.econbiz.de/10008926153