Affective consumer responses in service encounters: the emotional content in narratives of critical incidents

Article Abstract:

Research into the impact of emotion on satisfaction with after-sales services is presented. It is suggested that training, motivating and rewarding service staff to produce positive emotions in customers can have a beneficial impact on the overall customer satisfaction rating.

Customer Relations, Research, Customer satisfaction

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The role of corporate image and company employment image in explaining applications intentions

Article Abstract:

The graduate business students are influenced by the corporate image and company employment image. These images are important and valuable tools on the labour market as they have a positive and significant effect on the application intentions of the graduate business students.

Business Personnel Management, Company Identity PR, Human resource management, Education, Influence, Corporate image, Business students

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The role of self-and group-efficacy in moderated group chat

Article Abstract:

Influence of self- and group-efficacy beliefs, on customer evaluations of moderated group chat (MGC) on the internet is examined.

Evaluation, Electronic discussion groups, Internet newsgroup

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