Handling Customer Disconfirmations: A Model of the Service Provider’s Response Process (Fokus Dienstleistungsmarketing) - Softcover
Synopsis
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.
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About the Author
Dr. Gaby Mairamhof ist Universitätsassistentin am Institut für Handel, Absatz und Marketing an der Universität Innsbruck, wo sie auch promovierte.
From the Back Cover
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.
"About this title" may belong to another edition of this title.
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Handling customer disconfirmations : a model of the service provider's response process. With a foreword by Hans Mühlbacher / Gabler Edition Wissenschaft : Focus. Dienstleistungsmarketing
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ISBN 13: 9783824463336
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Handling customer disconfirmations : a model of the service provider's response process. Mit einem Geleitw. von Hans Mühlbacher
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Handling Customer Disconfirmations : A Model of the Service Provider?s Response Process -Language: german
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Handling Customer Disconfirmations: A Model of the Service Provider's Response Process (Fokus Dienstleistungsmarketing) (German Edition)
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ISBN 10: 3824463334
ISBN 13: 9783824463336
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Handling Customer Disconfirmations : A Model of the Service Provider's Response Process
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Handling Customer Disconfirmations : A Model of the Service Provider?s Response Process -Language: german
Published by
Deutscher Universitätsverlag, 1996
ISBN 10: 3824463334
ISBN 13: 9783824463336
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Handling Customer Disconfirmations
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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. 211 pp. Englisch. Seller Inventory # 9783824463336
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Handling Customer Disconfirmations: A Model of the Service Provider's Response Process
Published by
Deutscher Universit?tsverlag, 1996
ISBN 10: 3824463334
ISBN 13: 9783824463336
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Condition: New. Series: Fokus Dienstleistungsmarketing. Num Pages: 211 pages, black & white illustrations, bibliography. BIC Classification: KFF; KJC; KJS. Category: (G) General (US: Trade). Dimension: 210 x 148 x 13. Weight in Grams: 286. . 1996. 1996th Edition. paperback. . . . . Seller Inventory # V9783824463336
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Handling Customer Disconfirmations
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Handling Customer Disconfirmations
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