Customer Satisfaction

Using Affective Displays to Predict Customer Satisfaction
Business and Management INK
January 24, 2024

Using Affective Displays to Predict Customer Satisfaction

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Wage Inequality Offers Short-Term Boost and Long-Term Problem
Business and Management INK
August 23, 2021

Wage Inequality Offers Short-Term Boost and Long-Term Problem

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How to Recover Customer Trust After Unsatisfactory Service
Business and Management INK
May 24, 2016

How to Recover Customer Trust After Unsatisfactory Service

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Are Academy Awards Effective Signals of Quality Films?
Business and Management INK
February 29, 2016

Are Academy Awards Effective Signals of Quality Films?

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Is Value Creation from Human Connection an Area of Opportunity for Companies to Stand Out?

Is Value Creation from Human Connection an Area of Opportunity for Companies to Stand Out?

Company executives believe they know the value of their product or service they provide, but the true judge of value comes from […]

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A Matter of Formality: How Dress Code Can Impact Customer Behavior

A Matter of Formality: How Dress Code Can Impact Customer Behavior

How an individual dresses can be quite revealing about their personality and how they would like to be perceived, but there is more to […]

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About Time: How Temporal Construal Changes Customer Satisfaction

About Time: How Temporal Construal Changes Customer Satisfaction

Time works wonders–it’s a familiar saying that speaks to the fluid nature of an individual’s experiences, and how, as time passes, perceptions […]

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How Do Customers and Companies Benefit from Service Firm Transparency?

How Do Customers and Companies Benefit from Service Firm Transparency?

[We’re pleased to welcome Andreas B. Eisengerich, who collaborated with Omar Merlo, Seigyoung Auh, and Hae Eun Helen Chun on their paper […]

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Why Would You Choose to Revisit a Dissatisfying Restaurant?

Why Would You Choose to Revisit a Dissatisfying Restaurant?

We’re pleased to welcome Dr. Gabriele Pizzi of the University of Bologna. Dr. Pizzi recently collaborated with Gian Luca Marzocchi, Chiara Orsingher […]

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Designing Better Customer Service Experiences Using “Sticktion”

Designing Better Customer Service Experiences Using “Sticktion”

The customer may always be right, but research has shown that their memory can sometimes fail them when recollecting service experiences. Fortunately, […]

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Are Corporations Really as Green as They Say They Are?

Are Corporations Really as Green as They Say They Are?

More and more, consumers are demanding “green” products. In response, many corporations are developing and marketing merchandise billed as environmentally friendly. But […]

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Announcing the 2013 Journal of Service Research Award Winners!

Announcing the 2013 Journal of Service Research Award Winners!

Congratulations to Crina O. Tarasi, Ruth N. Bolton, Anders Gustafsson and Beth A. Walker, winners of the 2013 Best Article Award from […]

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