The effects of consumer expertise on evoked set size and service loyalty

Article Abstract:

Subjective and objective knowledge are examined for their influence on consumer choice and loyalty, using the selection of a Chinese medicine practitioner as an example. Findings show that subjective knowledge did not reduce loyalty, while objective knowledge did.

Science & research, Research, Influence, Consumer preferences, Customer loyalty, Knowledge, Sociology of, Sociology of knowledge

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Designing service guarantees - is full satisfaction the best you can guarantee?

Article Abstract:

The 'combined guarantee' is introduced which provides a full satisfaction guarantee with specific performance requirements in an attribute-specific guarantee. Consumers are more receptive to this new guarantee than any other type of guarantee.

Singapore, Warranties, Warranty, Interpretation and construction, Planning, Customer satisfaction

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Consumer complaining to firms: the determinants of channel choice

Article Abstract:

Interactive channels, rather than remote ones, are most often chosen by customers with a redress seeking goal. However, remote channels such as e-mail or written letters were favored by customers wanting to communicate frustration.

Public affairs, Psychological aspects, Social aspects, Methods, Business communication, Consumer complaints

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