The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers.
Shannon W. AndersonL. Scott BaggettSally K. WidenerPublished in: Manuf. Serv. Oper. Manag. (2009)
Keyphrases
- customer satisfaction
- service quality
- customer service
- marketing strategies
- user satisfaction
- online shopping
- customer retention
- core competence
- customer data
- customer reviews
- information systems
- information quality
- internet banking
- customer support
- product design
- internet shopping
- database
- competitive advantage
- steady state
- electronic commerce
- service providers
- databases