Service consumption criticality in failure recovery

Article Abstract:

The criticality of service consumption and the type of failure recovery play vital roles in customer satisfaction and recovery. Analysis shows that a type of recovery effort used by a service firm may probably work in restoring customer satisfaction and loyalty during low critical situations but not when it comes to high critical situations. Customer loyalty and satisfaction also often result whenever a service company resort to a more action-based forms of compensation.

Consumer Behavior, Customer Relations, Analysis

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Salesperson creative performance: Conceptualization, measurement, and nomological validity

Article Abstract:

Creativity is very essential for organizational success in competitive business environment, and sales is one particular area where creativity plays an important role. As markets evolve and technology advances, tasks such as finding new prospects, identifying the real needs for a customer, and seeking tailored solutions to customer problems require all creative thinking and solutions, and suggesting creativity becomes an inherent requirement of the sales job.

United States, Management dynamics, Sales Management, Methods, Management, Company business management, Sales personnel, Salespeople

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