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2009), ‘‘Twenty Years of Service Guarantee Research: A Synthesis
- Journal of Service Research
"... During the past two decades, service guarantees have received increased attention as a means for service firms to attract and retain customers and gain a competitive edge in the marketplace. Although many academic studies, referring to diverse service guarantee aspects, have appeared during this tim ..."
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During the past two decades, service guarantees have received increased attention as a means for service firms to attract and retain customers and gain a competitive edge in the marketplace. Although many academic studies, referring to diverse service guarantee aspects, have appeared during this time, a synthesis of research is needed to clarify what researchers have learned about service guarantees and what remains unknown. To evaluate the state of published research on service guar-antees, 109 articles published from 1985 to 2008 are collected and analyzed. The resultant review reveals a significant change in the type of research being performed, including a shift toward greater interest in the impact of service guarantees on consumer behavior and service firms. However, a significant shortfall marks empirical work directed toward the internal and operational effects of service guarantees. The effects of service guarantees on service performance, service recovery, and return on service guarantee investments are topics in need of further research.
A Place Called Home
"... The role of identification in the post-dissolution phase of a customer relationship with a place brand. ..."
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The role of identification in the post-dissolution phase of a customer relationship with a place brand.
Emotions and stability in telecom-customer relationships
"... Purpose – The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future development. Design/methodology/approach – A number of individual-level relationships between customers and te ..."
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Purpose – The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future development. Design/methodology/approach – A number of individual-level relationships between customers and telecom operators are investigated. The empirical data consist of 113 switching stories reported during 81 interviews with telecom customers. Findings – In the analysis, emotional experiences are related to customers ’ activity or passivity and to the stability (switching or not) in the relationships. The most important research contribution is the identification of different emotions related to actual behavior. Less stable customers are pessimistic about the operators and show nervousness, while stable customers may have initially been depressed in their relationships, becoming more relaxed and optimistic over time. Emotions do not seem to have the capacity in themselves to cause stability or instability, but they confirm through their connection to different types of trigger whether the relationship will be stable or unstable. Research limitations/implications – The findings of the present study are based on a longitudinal empirical study, but only in one industry. Although, the telecom industry may provide a very fruitful
Supervisor
"... i This study aimed to investigate customer switching intentions as a complex phenomenon that is affected by a series of bank actions in terms of service quality, price, commitment, and anger incident as direct factors, in addition to other moderating factors that moderate the effect of the direct fa ..."
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i This study aimed to investigate customer switching intentions as a complex phenomenon that is affected by a series of bank actions in terms of service quality, price, commitment, and anger incident as direct factors, in addition to other moderating factors that moderate the effect of the direct factors on these intentions, namely customer involvement in decision making, switching costs, alternative attractiveness, and duration of customer relationship. Self administered delivery and collection questionnaire was used with a sample of 550 customers from Bank of Palestine and Cairo Amman Bank, of which 385 were retrieved and met the screening requirements, representing a net response rate of 70%. Based on mean analysis, it was found that customer switching intentions differ according to the bank and customer's category, which is related to the banks ' actions in terms of service quality, price, commitment, and anger incident. Correlation analysis demonstrated the existence of negative relationship between
