The antecedents of consumer expectations of services: an empirical study across four industries

Article Abstract:

Customer expectations of the services a particular business are influenced by the image the firm projects, making the creation of a positive image critical. Findings reveal that advertising does little to affect image if not backed up by equally good service. Service firms can improve public perception through the use of resources such as its own employees in spreading positive news about the business. Positive opinions can be formed through relations with community associations, local media, and political groups.

Advertising Management, Quality control, Advertising, Marketing management

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The effectiveness of service recovery in a multi-industry setting

Article Abstract:

Customer service failure resolution depended upon the service rendered and the perception of service failure. If customers believed they had been terribly wronged, it was much more difficult to resolve the service failure.

Professional, Scientific, and Technical Services, BUSINESS SERVICES, Statistical Data Included, Public relations

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Preventing or fixing a problem: a marketing manager's dilemma revisited

Article Abstract:

Research information regarding customer satisfaction is given. The research goes on to show that the impact of attribute performance on satisfaction is non-symmetric.

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