I describe the customer valuations game, a simple intuitive game that can serve as a foundation for teaching revenue management. The game requires little or no preparation, props or software, takes around two hours (and hence can be finished in one session), and illustrates the formation of...

Key service elements combine to create the service concept and its value proposition for customers. During service operations failures, employee interactions with customers are a critical service element in restoring customer satisfaction. However, research in consumer psychology shows that...

The idea of mass customization is to turn customers' heterogeneous needs into an opportunity to create value, challenging the “one size fits all” assumption of traditional mass production. In this paper, we explore the characteristics of successful mass customization implementation at the...

Dissatisfied customers often use social media to voice their complaints effectively, and firms strive to find solutions about how to respond to publicly visible service failure posts. We add to the emerging literature on complaint handling via social media by examining how complaining customers...

Since electronic services (e-services) are different from their traditional counterparts in many aspects, conventional service quality models remain insufficient to capture the perceived e-service quality concept. Therefore, the aim of this study is to develop a structural perceived e-service...

Objective – Retailers today have acknowledged that incorporating great customer emotion product relationship can lead to total customer retention. In this paper an overview of the existing literature on customer emotion is provided before it is examined for the creation of customer emotion...

Diffusion of Internet usage and proliferation of electronic commerce activities have forced many service companies to implement the online extensions and provide all or some services via high quality web sites. Therefore, determining the quality dimensions of their web sites and understanding...