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The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
(Journal of the Academy of Marketing Science, 2002-01-01)
This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers’emotional responses to service failures influence their satisfaction judgments after ...
Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management
(Journal of Service Research, 2002-08-01)
This article develops a framework for assessing how marketing actions affect customers’lifetime value to the firm. The framework is organized around four critical actions that firms must take to effectively manage the asset ...