When service fails: The role of the salesperson and the customer

Chia-Chi Chang*

*Corresponding author for this work

研究成果: Article同行評審

49 引文 斯高帕斯(Scopus)

摘要

Service failures and consequent recoveries have been identified as a critical determinant of customer retention. Hence, effective service recovery programs warrant further exploration. In particular, with the current emphasis on relationship selling, salespeople should learn how to improvise to serve their customers effectively, including solving problems when service failure occurs. Therefore, alternatives to current common practices in industry should be investigated. The results of the present study suggest that by providing customers a choice of service recovery options, salespeople can augment customers' sense of control and ultimately their satisfaction with the service recovery and the overall service transaction. The investigation also proposed that customer satisfaction would be contingent upon the importance of the service. However, study findings revealed that this was not the case. Implications of the findings are also discussed.

原文English
頁(從 - 到)203-224
頁數22
期刊Psychology and Marketing
23
發行號3
DOIs
出版狀態Published - 13 十二月 2006

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