Consumer views of service classifications in the USA and France

Article Abstract:

A multidimensional scaling method is used to analyze customer perceptions of service classifications based on a perceptual space for French and US customers for cross-cultural analysis, and identifies specific underlying dimensions that account for approximately 80% of service and classification variations between the two groups.

author: Young, Clifford E., Ulaga, Wolfgang, Cunningham, Lawrence F., Moonkyu Lee
France, Science & research, Comparative analysis, Marketing research, Cross-cultural orientation, Support services, Cross cultural training, Consumer research

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The effectiveness of service recovery in a multi-industry setting

Article Abstract:

Customer service failure resolution depended upon the service rendered and the perception of service failure. If customers believed they had been terribly wronged, it was much more difficult to resolve the service failure.

author: Mattila, Anna S.
Professional, Scientific, and Technical Services, BUSINESS SERVICES, Customer Relations, Statistical Data Included, Services industry, Service industries, Public relations

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The impact of choice on fairness in the context of service recovery

Article Abstract:

The significance of fairness for restaurants, to achieve customer loyalty, is examined.

author: Mattila, Anna S., Cranage, David
Analysis, Management, Services, Restaurants, Consumer behavior, Customer loyalty, Fairness

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subjects list: Research, United States, Customer service, Customer relations
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