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A neurophysiological assessment of consumers' emotional responses to service recovery behaviors : the impact of ethnic group and gender similarity
Boshoff, Christo - In: Journal of service research : JSR 15 (2012) 4, pp. 401-413
Persistent link: https://www.econbiz.de/10009673026
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An assessment of consumers' subconscious responses to frontline employees' attractiveness in a service failure and recovery situation
Boshoff, Christo - In: South African journal of economic and management sciences 20 (2017) 1, pp. 1-13
Persistent link: https://www.econbiz.de/10011778220
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A Different Approach to Service Recovery
Peelen, Ed; Boshoff, Christo; van der Kraan, Yolanda; … - 2006
It appears that service failures, like the poor, will always be with us. Almost all "moments of truth" service encounters are vulnerable to breakdowns. Handling complaints and resolving problems then become important activities to retain customers and to avoid undesirable outcomes such as...
Persistent link: https://www.econbiz.de/10014058836