Executive Summary Customer-contact workers routinely face competing expectations from management and customers. While management expects customer-contact workers to follow their rules in order to provide efficient and consistent high-quality service, customers often have needs and requests that require customer-contact workers to bend the rules in order to fulfill them. When customers, through ...

Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...

An abundance of research in political psychology demonstrates that leftists and rightists (or liberals and conservatives) diverge from one another in terms of: (a) personality characteristics; (b) cognitive processing styles; (c) motivational interests and concerns; (d) the prioritization of personal values; and (e) neurological structures and physiological functions. In this article, I summari...

Today’s information and knowledge societies of the highly developed countries have to face various challenges: Information systems must be omnipresent, business processes must be adapted and optimized permanently, e. g. towards customer orientation and quality management, and employees must be kept well educated life-long. The globalization and the mobility/flexibility of employees make e-learn...

In the last few years, there has been a trend to enrich traditional revenue management models built upon the independent demand paradigm by accounting for customer choice behavior. This extension involves both modeling and computational challenges. One way to describe choice behavior is to assume that each customer belongs to a segment, which is characterized by a consideration set, i.e., a sub...

W propose an approach for estimating customer preferences for a set of substitutable products using only sales transactions and product availability data. The underlying demand framework combines a general, nonparametric discrete choice model with a Bernoulli process of arrivals over time. The choice model is defined by a discrete probability mass function (pmf) on a set of possible preference ...

a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...

The random utility maximization model is by far the most adopted framework to estimate consumer choice behavior. However, behavioral economics has provided strong empirical evidence of irrational behaviors, such as halo effects, that are incompatible with this framework. Models belonging family may therefore not accurately capture Hence, more general models, overcoming limitations, have been pr...