Customer Service
What Goes Around Comes Around: The Impact Of Employee Empathy On Service Recovery Performances
This research compares the impact of employee service recovery strategies with focus on affective (i.e., empathic concern) and cognitive empathy (i.e., perspective-taking) on customers’ emotional Read More »
Do Mystery Callers Really Represent Customers?
Mystery calling is a specific form of mystery shopping that is often applied for evaluating customer contact services. Using data from both customers and mystery callers (MCs), we study the validity Read More »
Author: Janny C. Hoekstra, Peter S.H. Leeflang, Annette Ammeraal
Contributor: eb™ Research Team
Do Others Influence What We Say? The Impact Of Interpersonal Closeness On Word-of-Mouth Valence
A great deal of research in word-of-mouth (WOM) has aimed to understand whether consumers are more likely to share positive or negative information (Brown & Reingen 1987; Herr, Kardes, & Kim Read More »
Pour Oil On Troubled Water: The Effects Of Mere Measurement And Time On Customer Desire For Revenge
Since revenge significantly affects both victim and offender, research on revenge has received increasing attention in the psychology (McCullough, Fincham, and Tsang 2003; McCullough, Kurzban, and Read More »
Suffering In Silence: Close Customers’ Reluctance To Complain Damages Service Relationships
Firms strive to create strong relationships between their service providers and customers (Yim, Tse, and Chan 2008). Indeed, strong customer relationships drive favorable word of mouth (Verhoef, Read More »
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