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.

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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.

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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.

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