Employing proactive interaction for service failure prevention to improve customer service experiences
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DOI: 10.1108/jstp-07-2015-0161
Abstract: Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place.… read more here.
Keywords: proactive interaction; customer; service; service failure ... See more keywords