Consumer responses to service failures: influence of procedural and interactional fairness perceptions

Article Abstract:

Procedural and interactional fairness can influence consumer perception of satisfaction and fairness in case of service failures. Procedural fairness or voice is concretized as the opportunity to present information and express sentiments while interactional fairness is the apology to the consumer. A more favorable outcome, in which perceptions of satisfaction and fairness are significantly boosted, results when voice and apology are accompanied by a tangible reward. When no such remedies are provided, apology and voice have less impact on consumer perception.

Customer service, Fairness

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Customer orientation, conflict, and innovativeness in Japanese sales departments

Article Abstract:

Research on the sales departments of Japanese corporations show that task conflict is positively correlated to innovativeness, customer orientation is positively correlated to task conflict but negatively correlated to process conflict, and that relationship and process conflict is negatively correlated to innovativeness. Thus, customer orientation impacts innovativeness by reducing negative conflict and increasing positive conflict.

Japan, Science & research, Sales Management, Customer Relations, Comparative analysis

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Consumers' trust of salesperson and manufacturer: an empirical study

Article Abstract:

A conceptual model of consumer trust of salesperson and manufacturer is designed to assess the role of trust in business relationships.

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