impressions and reputation. Care should be taken to assure customers that violations will not be repeated. A major limitation was …

process improvement than on customers. Furthermore, while many organisations appear to be concerned with service recovery few … seem to be good at it or gaining the benefits of recovered customers, improved processes or recovered employees. Research … recovery procedures on satisfying or delighting customers and suggests that by doing so they are missing out on substantial …

This study examined perceptual similarities and differences between customers and employees in terms of critical … service incidents. Specifically we explored the extent to which customers and employees were similar or different in summary …. Results revealed that customers and employees had both similar and different views depending on the ultimate outcome of the …

“social” customers. Design/methodology/approach – The paper presents a combination of independent research by the author for … technologically immature. Practical implications – Any company that understands that their customers are demanding something more and … different will adopt CRM 2.0 strategies to gain greater insight into their customers and to support creation of mutual value …

customer’s business. Assesses the effects of high/low‐quality buyer‐salesperson relationships on obtaining referrals and … generate recommendations and referrals from customers. Suggests that a salesperson’s efforts to build relationships are …

has with customers are discussed.  …