Handling Customer Disconfirmations

Name: Handling Customer Disconfirmations
Brand: Springer Nature
SKU: 9783824463336
Availability: InStock

Handling Customer Disconfirmations

Brand

Springer Nature

Manufacturer

N/A

Part Number

GTIN

9783824463336

Condition

New

0 Reviews

0 Questions | 0 Answers

Product Description

How employees deal with potentially disconfirming service encounter situations is of utmost importance for service organizations. Appropriate reactions by frontline service providers can decrease the likelihood of customer disconfirmation and sometimes even convert a disconfirming event into a memorable, satisfying encounter for the customer. In order to design operating policies and training strategies to properly handle disconfirmation situations, it is necessary to investigate frontline service providers' behavior when they are confronted with customer disconfirmations. Gaby Mairamhof gives a model of the service provider's cognitive response process to disconfirmation built on decision theory; the service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step. Organizational and personal variables are identified that may influence the response process. The model is tested empirically and implications concerning the management of critical encounter situations are discussed.

Available Colors

N/A

Available Sizes

N/A

1 Offer Price Range: $49.95 - $49.95

BEST PRICE

Single Product Purchase

$44.96

@ Link.springer.com with extra coupon Get Coupon & BUY

Price Comparison

Seller	Contact Seller	List Price	On Sale	Shipping	Best Promo	Final Price	Volume Discount	Financing	Availability	Seller's Page
BEST PRICE 1 Product Purchase @ Link.springer.com Rate Seller This functionality is for registered users only. Go to Login/Register		$49.95	$49.95		10% OFF This deals requires coupon Get Code Here your10off @ Link.springer.com Deals Ends 31/08/2025	$44.96		See Site	In stock	Visit Store