Customer and employee views of critical service incidents

Article Abstract:

Research indicates that employees and customers have similar perceptions regarding critical service failures that resulted in positive recovery efforts, but differ in their perceptions of critical service failures with poor recovery efforts. Implications for service management are discussed.

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Cognitive dissonance and the stability of service quality perceptions

Article Abstract:

Research suggests that an inverse relationship exists between levels of post-consumption dissonance and both initial and subsequent ratings of service quality. Findings support an indication of instability in consumers' service quality perceptions over time.

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Customers' psychological needs in different service industries

Article Abstract:

A study on psychological needs of customers, such as self-esteem, with relation to customer service is presented.

Europe, Consumer Behavior, Analysis, Self-esteem, Self esteem, Consumer behaviour

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