Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension
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...
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Recently, it is found that several pure e-tailers set up a customer service center where on-line shoppers can access a real person over the phone to answer their questions. However, there has been little systematic research examining how service encounter help to enhance customer satisfaction when a pure e-retail company set up a call center to provide additional services. This study conducted ...
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ژورنال
عنوان ژورنال: Journal of Retailing and Consumer Services
سال: 2018
ISSN: 0969-6989
DOI: 10.1016/j.jretconser.2018.01.013