Customer Relationships and Experiences
The Dynamics of Marketing in CyberspaceJan 01, 1999
Many retailers fear the easy price comparisons that e-shopping offers to consumers. This study argues that retailers should embrace the lowered search costs of cyberspace.
Performance Productivity and Quality of Frontline Employees in Service OrganizationsJan 1, 1999 Jagdip Singh, 1999, 99-127
Investigates the relationship between performance productivity and performance quality for frontline employees in service organizations. Examines determinants and consequences of productivity and quality as well as the coping resources that moderate competing demands from customers and management.
Relationship Learning with Key CustomersJan 1, 1999 Fred Selnes and James Sallis, 1999, 99-103
Defines a construct of relationship learning and its antecedents and consequences in industrial customer-supplier relationships.
A Model of Customer Satisfaction with Service Encounters Involving Failure and RecoveryJan 1, 1998 Amy K. Smith, Ruth N. Bolton, and Janet Wagner, 1998, 98-100
Examines how customers' responses to service failure and recovery encounters are influenced by the type and magnitude of the failure and by the nature of the recovery efforts. Focuses on level of compensation, speed of response, presence or absence of apology, and whether recovery was customer- or organization-initiated.
Satisfied Customers: Recovering from Service FailureJan 01, 1998
Marketing managers at service organizations know that satisfying customers depends not only on what their company does right, but also on how well it recovers when something goes wrong.
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