The interactional work of suppressing complaints in customer service encounters
Sign Up to like & getrecommendations! Published in 2018 at "Journal of Pragmatics"
DOI: 10.1016/j.pragma.2017.10.018
Abstract: Abstract The analysis in this paper draws from customer service calls to an electronic repair facility and systematically examines the interactional dynamics between customers and service representatives as they each manage to keep service complaints… read more here.
Keywords: customer service; customer; service encounters; suppressing complaints ... See more keywords
Service encounters across the lifespan in individuals with autism spectrum disorders: Results from a multisite study in Latin America
Sign Up to like & getrecommendations! Published in 2020 at "Research in Autism Spectrum Disorders"
DOI: 10.1016/j.rasd.2020.101670
Abstract: Abstract Background Core symptoms of Autism Spectrum Disorder (ASD) continue to affect everyday life as children grow and transition into adulthood. That way, different services may be needed at various stages of their lifetimes. This… read more here.
Keywords: service encounters; autism spectrum; service; latin america ... See more keywords
Balancing learning and adaptive curves in service encounters to manage critical incidents
Sign Up to like & getrecommendations! Published in 2017 at "Scandinavian Journal of Hospitality and Tourism"
DOI: 10.1080/15022250.2015.1132178
Abstract: ABSTRACT This study explores the interface between service receivers’ learning and service providers’ adaptive curves in service encounters after critical incidents have occurred. Learning curve refers to a service receiver being repeatedly exposed to the… read more here.
Keywords: adaptive curves; service providers; curves service; service encounters ... See more keywords
Examining Relational Dimensions of Service Encounters for Disadvantaged People Who Use Drugs
Sign Up to like & getrecommendations! Published in 2022 at "Journal of Addictions Nursing"
DOI: 10.1097/jan.0000000000000479
Abstract: Abstract Introduction Disadvantaged groups in general, and people who use illicit drugs in particular, have consistently been found to mistrust welfare services and service providers. Therefore, knowledge is needed on the relational aspects of service… read more here.
Keywords: service encounters; people use; examining relational; disadvantaged people ... See more keywords
Emotional intelligence in transcendent customer experiences
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DOI: 10.1108/jcm-06-2017-2242
Abstract: Purpose This services marketing research provides a theoretical framework for experiential and relationship marketing and extends the theory of transcendent customer experience (TCE). Specifically, this paper aims to identify how the drivers (emotional intelligence [EI]),… read more here.
Keywords: ability based; research; customer; service encounters ... See more keywords
Touch Versus Tech in Service Encounters
Sign Up to like & getrecommendations! Published in 2020 at "Cornell Hospitality Quarterly"
DOI: 10.1177/1938965520957282
Abstract: The emergence of various service technologies has reshaped how today’s customers interact with the service provider. The current research proposes a service matrix delineating various types of service encounters along two dimensions: touch (the extent… read more here.
Keywords: service encounters; touch versus; service; versus tech ... See more keywords
Exploring the Role of the Type of Service Encounter in Internet Shopping
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DOI: 10.33736/ijbs.521.2016
Abstract: 1. INTRODUCTIONInternet has revolutionized commerce and business (e.g., Hoffman and Novak, 1996) and one of the most significant indicators of this transformation has been the adoption of the online retail channel. Specifically, in the European… read more here.
Keywords: quality; service quality; service encounters; service encounter ... See more keywords
Redesigning In-Flight Service with Service Blueprint Based on Text Analysis
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DOI: 10.3390/su10124492
Abstract: Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic… read more here.
Keywords: service encounters; flight service; service; service blueprint ... See more keywords