The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision …
N Kron, J Björkman, P Ek, M Pihlgren… - Journal of Service …, 2023 - emerald.com
Purpose Previous research suggests that the compensation offered to customers after a
service failure has to be substantial to make customer satisfaction surpass that of an error …
service failure has to be substantial to make customer satisfaction surpass that of an error …
Where service recovery meets its paradox: implications for avoiding overcompensation
A Edström, B Nylander, J Molin, Z Ahmadi… - Journal of Service …, 2022 - emerald.com
Purpose The service recovery paradox (SRP) is the phenomenon that happens when
customer satisfaction level post-service failure and recovery surpasses the customer …
customer satisfaction level post-service failure and recovery surpasses the customer …
[PDF][PDF] The influence of background sounds, physical sounds, and managers' proactive customer service regarding situational sounds on customer satisfaction in the …
TM Yeung, SLC McCain, JC Lolli… - Journal of Small …, 2021 - jsbs.scholasticahq.com
Noise complaints in restaurants have been accelerating and unpleasant sounds erode
customer satisfaction. Restaurant ambient noise, such as background and physical sounds …
customer satisfaction. Restaurant ambient noise, such as background and physical sounds …
[PDF][PDF] Influence of Social Media Complaints on Customer Service Quality Amongst Selected Banks in Lagos state, Nigeria
N Ezurike - British Journal of Marketing Studies, 2024 - tudr.org
Financial institutions are increasingly leveraging social media not only for customer
interaction but also for managing their daily operations. In the banking sector, the utilization …
interaction but also for managing their daily operations. In the banking sector, the utilization …
Leder kompensation för servicefel till olika grad av kundnöjdhet beroende på hur kompensationen uttrycks? En enhetseffekt i dagligvaruhandeln
B Alkhalaf, K Åberg - 2023 - diva-portal.org
Metod: 204 respondenter fick besvara en enkätstudie som baserades på ett fiktivt scenario
av ett servicefel i dagligvaruhandeln. Designen är ett faktoriellt experiment med tre …
av ett servicefel i dagligvaruhandeln. Designen är ett faktoriellt experiment med tre …
Where Service Recovery Meets its Paradox: A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry
A Edström, B Nylander - 2021 - diva-portal.org
Aim: The purpose of this study was to, within the hotel industry, investigate at what level of
service recovery the service recovery paradox will come into existence. Method: Two …
service recovery the service recovery paradox will come into existence. Method: Two …