Customer Service
Putting The Customer Second: Pronouns In Customer Firm Interactions
Recent work has demonstrated the importance of specific word use in influencing consumer behavior. This emerging body of work has examined the impact of language use on consumer senders and receivers Read More »
UNPACKING THE COMPLEXITY OF PUBLIC SERVICE RECOVERY STRATEGIES IN THE AIRLINE INDUSTRY
This study explores public service recovery (SR) strategies in the airline industry by analyzing the factors that influence effective SR, including customer perception, joint experience of the Read More »
IDENTIFYING CRITICAL FACTORS IN THE DEVELOPMENT OF A PROACTIVE SERVICE RECOVERY STRATEGY FOR ONLINE
This study investigates customer perceptions of service failure and recovery strategies in the context of online banking in Pakistan. The aims is to develop appropriate service recovery strategies Read More »
Author: Sebastian Okafor, Wilson Ozuem, Sohail Anwar
Contributor: eb™ Research Team
Factors Affecting Customer Loyalty In Cloud Computing: A Customer Defection-Centric View To Develop
Cloud computing is an emerging field in information technology, with wide benefits extending to diverse areas including cost cutting, better management of business. This craze for cloud computing has Read More »
Author: Mahim Sagar
Contributor: Siddharth Bora, Abhishek Gangwal, Puneet Gupta, Anuj Kumar, Aman Agarwal eb™ Research Team
The Effect Of Customer Relationship Management On Brand Loyalty: A Case Study On The Body Shop
This study aims to analyze the benefits of Customer Relationship Management (CRM) on Brand Loyalty for cosmetic consumers of The Body Shop Indonesia. The main idea of CRM is to share benefits to Read More »
Author: Vidyarini Dwita
Contributor: Puspa Leni, Jumiatul Mulya, Megawati eb™ Research Team
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