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Business, general

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Consumer responses to service recovery strategies: the moderating role of online versus offline environment

Article Abstract:

Responses of consumers towards online service recovery and offline service recovery strategies are examined. Most suitable strategy that provides consumer satisfaction and greater post purchase intentions is presented.

Author: Grewal, Dhruv, Bernhardt, Kenneth L., Harris, Katherine E., Mohr, Lois A.
Publisher: Elsevier B.V.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2006
On-Line Information Services, Videotex & Teletext, Telegraph & other communications, Science & research, Management dynamics, Usage, Online services, Internet services, Company business management, Cable television/data services, Consumer complaints

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A longitudinal analysis of satisfaction and profitability

Article Abstract:

Links between customer and employee satisfaction and performance are examined in detail. Changes in employee and customer satisfaction are linked to performance changes.

Author: Donthu, Naveen, Bernhardt, Kenneth L., Kennett, Pamela A.
Publisher: Elsevier B.V.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2000
Management Theory & Techniques, Corporations, Employee morale

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Anchoring effects of advertised reference price and sale price: The moderating role of saving presentation format

Article Abstract:

The effects of price saving promotional campaigns on customer preferences are evaluated.

Author: Grewal, Dhruv, Chandrashekaran, Rajesh
Publisher: Elsevier B.V.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2006
Sales Promotion, Evaluation, Influence, Advertising, Sales promotions

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Subjects list: Research, United States, Management, Consumer preferences, Customer satisfaction
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