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Service Cancellation and Competitive Refund Policy
Guo, Liang - 2021
Although previous research demonstrates the profitability of partial refund policies in a monopolysetting, there is a certain lack of ubiquity in practice about these refunds in competitive servicemarkets. This raises the question on how a partial refund policy may work and whether it is...
Persistent link: https://www.econbiz.de/10014087187
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Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
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Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John; Lui, Steven S.; Hon, Alice H. Y. - In: International journal of contemporary hospitality management 26 (2014) 8, pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
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Service Customization through Dramaturgy
McCarthy, Ian P. - 2010
The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...
Persistent link: https://www.econbiz.de/10013151681
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Relation de service, boucle de service et bouquet de services examinés dans un contexte logistique
Mevel, Olivier; Morvan, Thierry; Morvan, Nélida - In: European review of service economics and management (2021) 2/12, pp. 35-68
Persistent link: https://www.econbiz.de/10012819166
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Perceptions of premium service and superiority : why do customers pay more for high-value-added domestic airline services in Japan?
Oskaki, Takanori; Kubota, Yukihiro - In: Journal of air transport management 57 (2016), pp. 196-201
Persistent link: https://www.econbiz.de/10011610997
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Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
Gouthier, Matthias (ed.) - Excellence-in-Service-Konferenz <6., 2016, Koblenz> - 2017 - 1. Auflage
Service Design und stellt dessen Einsatzmöglichkeiten zur Gestaltung von innovativen Services und exzellenten … den Einsatz von Service Design zu innovativen Services und exzellenten Kundenerlebnisse zu gelangen.Mit Beiträgen vonRoger … innovative services and outstanding customer experiences can be planned and implemented using best practices from science …
Persistent link: https://www.econbiz.de/10012015248
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Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
Gouthier, Matthias (ed.) - Excellence-in-Service-Konferenz <6., 2016, Koblenz> - 2017 - 1. Auflage
Management Summary -- 1. Einleitung: Durch exzellente Kundenerlebnisse und innovative Services zum Erfolg -- 2 …" „Design Doing" wird -- Management Summary -- 1. Die Potentiale von Design Thinking im Kundenservice -- 1.1 Design Thinking zur … Omnichannel -- 4.3 Vorausschauende Services -- 4.4 Realtime Feedback und Realtime Action -- 4.5 Persönlicher Service -- 4 …
Persistent link: https://www.econbiz.de/10011924068
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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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Service Escape : Profiting from Customer Cancellations
Xie, Jinhong; Gerstner, Eitan - 2005
This paper explores the benefits of letting customers escape from pre-purchased service contracts by offering refunds for cancellations. We show that such a policy creates opportunities for multiple selling in a capacity-constrained service - i.e., collecting cancellation fees from advance...
Persistent link: https://www.econbiz.de/10014027944