Customer Service
CUSTOMER RELATIONSHIP MANAGEMENT: WHEN THEORY MEETS PRACTICE
Even though the concept of exchange relationships is not new and has been debated for many decades, application of the concept in practice has not been met with success. Consequently, the paper Read More »
Role Of Online Retailers' Post-sale Services In Building Relationships And Developing Repurchases:
Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, Read More »
Author: Muhammad Kashif Javed, Min Wu, Talat Qadeer, Aqsa Manzoor, Abid Hussain Nadeem, Roger C. Shouse
Contributor: eb™ Research Team
Effect Of Employee Empathy On Customer Satisfaction And Loyalty During Employee-customer
This study investigates the indirect effect of employee empathy (EE) on customer loyalty (CL) and loyalty outcomes through intervening variables, i.e. customer affective commitment, perceived service Read More »
Customer Experience And Commitment In Retailing: Does Customer Age Matter?
While the customer experience (CX) concept has rapidly gained traction in recent years, its effect on customer brand commitment and loyalty remains tenuous. Moreover, while customer age has been Read More »
Author: Imran Khan, Linda Hollebeek, Mobin Fatma, Jamid Ul Islam, Iivi Riivits-Arkonsuo
Contributor: eb™ Research Team
Perceived Reasonableness And Morals In Service Encounters
Companies have a moral responsibility to treat customers fairly. One way for companies to do so is to allow their employees to exercise reasonableness in their interactions with customers. We define Read More »
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