Impact of Proactive Postsales Service and Cross-Selling Activities on Customer Churn and Service Calls
نویسندگان
چکیده
منابع مشابه
Impact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
متن کاملAjay K . Kohli Proactive Postsales Service : When and Why Does It Pay Off ?
Proactive postsales service (PPS) refers to a supplier taking the initiative to contact a customer to provide service after a sale is complete. It is argued that PPS leads to faster delivery of service to a broader cross-section of customers than customer-initiated postsales service, or reactive postsales service. The authors argue that mental frames of customers and suppliers engaged in PPS ar...
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Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel...
متن کاملThe Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF
This study examines the impact of service quality on customer satisfaction and Loyalty in Indian Banking sector by applying SERVPERF scale. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem District in Tamilnadu were interviewed on convenient basis for the above purpose. Tools like Exploratory factor analysis. Inter-Correlation, Analysis of variance, Multiple...
متن کاملthe effects of cooperative versus individual directed reading thinking activities on students inferential and referential questions
two groups of students were assigned as experimental and control ones, and were given instruction on directed reading-thinking activities and after some treatment, they were post-tested. although the initial pre-test did not show any significant differences, the final post-test result revealed that the cooperative reading comprehension helped the experimental group. the cooperative students’...
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ژورنال
عنوان ژورنال: Journal of Service Research
سال: 2019
ISSN: 1094-6705,1552-7379
DOI: 10.1177/1094670519883347