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Top : Research Articles For Customer Service : Page 2: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Emotional Responses To Service Complaints Experiences- by Klaus Schoefer and Christine Ennew
This discussion paper by Klaus Schoefer and Christine Ennew was published by the Tourism and Travel Research Institute (TTRI) in 2002. There is a growing recognition that perceived justice plays an important role in consumers' evaluations of service complaint experiences. Emotional responses to complaint experiences have received rather less attention. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint handling experiences in the tourist industry.
(Added:
8-Dec-2004
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1060
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Roadmaps for Delivering Winning Service- by na
Problem solving, cross selling and quality assurance are identified by a new Forum research as the top three skills customer service representatives must have in order to build customer loyalty, increase sales and lower customer acquisition costs. This is a summary of research findings.
(Added:
10-Nov-2004
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931
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Service Loyalty: Its Nature, Importance, and Implications- by Dwayne D. Gremlera and Stephen W. Brownb
Service organizations are continually looking for ways to increase customer loyalty. Although loyalty
to tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively little
theoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty).
This study extends previous loyalty research by examining service loyalty and factors expected to
influence its development. In particular, a literature review is combined with analysis of qualitative data
from over forty depth interviews to develop a model of service loyalty that includes three
antecedents))satisfaction, switching costs, and interpersonal bonds.
(Added:
28-Nov-2004
Hits:
918
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The internal service encounter- by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans
Do the same events and behaviours associated with service satisfaction or dissatisfaction for external
customers apply also to internal customers?
(Added:
28-Nov-2004
Hits:
932
)
