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The relationship between store performance and store managers perceptions of their customer services

Terblanche, Nic S. - In: Journal of euromarketing 23 (2014) 4, pp. 5-18

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Measuring word-of-mouth activity after a service encounter : are we measuring what customers communicate?

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An assessment of consumers' subconscious responses to frontline employees' attractiveness in a service failure and recovery situation

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Exploring an in-store customer journey for customers shopping for outdoor apparel

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Differences in social and economic power : service quality implications for retailers in an emerging market

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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