The Effect of Service Provider Nonverbal Attributes on Customer Evaluation in Service Recovery Stage
نویسندگان
چکیده
منابع مشابه
the effect of service failure and service recovery strategies on customer behavioral
service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...
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15 صفحه اولImpact 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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Most of existing literature pertaining to service failures and recovery strategies, while aiming at helping service providers determine their best recovery strategies, focuses on how customers respond to service failures. The real determinants of the strategies for those providers per se are seldom dealt with. This study proposes a framework linking service failure types and recovery strategies...
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cement is an essential ingredient in the concrete buildings. for production of cement considerable amount of fossil fuel and electrical energy is consumed. on the other hand for generating one tone of portland cement, nearly one ton of carbon dioxide is released. it shows that 7 percent of the total released carbon dioxide in the world relates to the cement industry. considering ecological issu...
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ژورنال
عنوان ژورنال: Journal of the Korea Convergence Society
سال: 2013
ISSN: 2233-4890
DOI: 10.15207/jkcs.2013.4.3.007