See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints
Article Abstract:
Drawing on psychological and organizational theory, the concept of defensive organizational behavior towards customer complaints is introduced, and rich conceptualization and operationalization of this occurrence is provided. Based on a dyadic data set, how defensive organizational behavior towards customer complaints affects customer post -complaint reactions is analyzed, as well as how it is driven by organizational antecedents. Implications for managerial practice and research are provided.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
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Product intelligence: its conceptualization, measurement and impact on consumer satisfaction
Article Abstract:
The application of information technology takes product development to a higher level, as manifested in the emergence of intelligent products that promote customer satisfaction. Product intelligence is conceptualized as having six key dimensions: autonomy, ability to learn, reactivity, ability to cooperate, humanlike interaction, and personality. The relationship of intelligent products on the end users are discussed as well as suggestions for future studies.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
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The influence of corporate character on customers and employees: Exploring similarities and differences
Article Abstract:
Corporate character impact on customers and employees, in terms of satisfaction, is studied. Enterprise is positively associated with Customers satisfaction and it has no impact on employees.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2006
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