Similar Search Results

Guilt from promise-breaking and trust in markets for expert services : theory and experiment

Beck, Adrian; Kerschbamer, Rudolf; Qiu, Jianying; … - 2010

We examine the influence of guilt and trust on the performance of credence goods markets. An expert can make a promise to a consumer first, whereupon the consumer can express her trust by paying an interaction price before the expert's provision and charging decisions. We argue that the expert's...

Persistent link: https://www.econbiz.de/10009736618

Dynamik von Kundenerwartungen im Dienstleistungsprozess : Konzeptionalisierung und empirische Befunde

Richter, Mark - 2005

-- 2. Determinanten der Erwartungsbildung und -Veränderung -- 3. Bezugsobjekt von Erwartungen im Dienstleistungsbereich … theoretischen und empirischen Forschung für das weitere Vorgehen -- III: Modell der phasenbezogenen Erwartungsbildung und -Wirkung …. Zusammenfassung der Hypothesen -- IV: Experimentelle Überprüfung des phasenspezifischen Modells der Erwartungsbildung und -Wirkung …

Persistent link: https://www.econbiz.de/10014017021

How responsive should a firm be to customers' expectations?

Fruchter, Gila E.; Wiszniewska-Matyszkiel, Agnieszka - In: European journal of operational research : EJOR 314 (2024) 1, pp. 323-339

Persistent link: https://www.econbiz.de/10014456862

When consumers complain

Best, Arthur - 1981

Persistent link: https://www.econbiz.de/10000052961

Who should apologize when an employee transgresses? : source effects on apology effectiveness

Hill, Krista M.; Boyd, David P. - In: Journal of business ethics : JOBE 130 (2015) 1, pp. 163-170

Persistent link: https://www.econbiz.de/10011312128

The consumer psychology of mail-in rebates

Gourville, John T.; Soman, Dilip - In: The journal of product & brand management 20 (2011) 2, pp. 147-157

Persistent link: https://www.econbiz.de/10009231630

Personal experiences and expectations about aggregate outcomes

Kuchler, Theresa; Zafar, Basit - 2015

We use novel survey data to estimate how personal experiences affect household expectations about aggregate economic outcomes in housing and labor markets. We exploit variation in locally experienced house prices to show that individuals systematically extrapolate from recent locally experienced...

Persistent link: https://www.econbiz.de/10011348950

Customer complaints and recovery effectiveness : a customer base approach

Knox, George; Oest, Rutger van - In: Journal of marketing 78 (2014) 5, pp. 42-57

Persistent link: https://www.econbiz.de/10010419906

Does active service intervention drive more complaints on social media? : the roles of service quality and awareness

Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611

Persistent link: https://www.econbiz.de/10012804160

Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters

Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82

Persistent link: https://www.econbiz.de/10014265992