What services marketers need to know about the mobility-disabled consumer
Article Abstract:
The passage of the Americans with Disabilities Act opened up a new territory for the services marketer to explore. Services marketers need to know that an understanding of this long-ignored consumer group will become useful in service product design and in creating support services. A study that looked at the disabled consumer's sources of information, shopping patterns and decision criteria advises service marketers to depend more on television and newspapers in reaching this segment and to make shopping easier. Salespeople must also be trained on how this segment will be best served.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1996
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The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants
Article Abstract:
The article examines the relation between consumer complaints and consumer satisfaction.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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