During product recovery, firms rely on their customer service agents to recover customers’ product failures and deliver superior customer service. However, customers who contact the firm about a product failure often are dissatisfied, which makes customer service agents’ jobs challenging....

Nonprofit organizations use social interventions to improve the negative circumstances of marginalized people in subsistence markets. Unfortunately, such intervention efforts are frequently characterized by poor outcomes. Aiming to identify characteristics of effective social interventions, the...

Cross-selling to customers during product failure recovery (PFR) encounters can be challenging as customers are reluctant to cross-buy after having recently experienced a failure, despite it being 5 recovered. We examine several models of cross-buying and failure/recovery characteristics using a...