Handling Customer Disconfirmations SpringerLink
Handling Customer Disconfirmations SpringerLink Skip to main content Advertisement Search Go to cart Search Textbook © 1996
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Handling Customer Disconfirmations
A Model of the Service Provider’s Response ProcessAuthors
Gaby Mairamhof Gaby Mairamhof View author publications You can also search for this author in PubMed Google Scholar Part of the book series: Fokus Dienstleistungsmarketing (FDM) 145 Accesses 1 CitationsSections
Table of contents About this book Keywords About the author Bibliographic InformationBuying options
eBook USD 49.95 Price excludes VAT (USA) ISBN: 978-3-322-95410-7 Instant PDF download Readable on all devices Own it forever Exclusive offer for individuals only Tax calculation will be finalised during checkout Buy eBook Softcover Book USD 59.99 Price excludes VAT (USA) ISBN: 978-3-8244-6333-6 Dispatched in 3 to 5 business days Exclusive offer for individuals only Free shipping worldwideShipping restrictions may apply, check to see if you are impacted. Tax calculation will be finalised during checkout Buy Softcover Book Learn about institutional subscriptions This is a preview of subscription content, access via your institution.
Table of contents 8 chapters
SearchFront Matter
Pages I-XVII PDFIntroduction
Gaby Mairamhof Pages 1-5Positioning the research subject
Gaby Mairamhof Pages 6-37Service providers behavior in critical service encounter situations
Gaby Mairamhof Pages 38-44Potential determinants of service providers behavior in critical service encounter situations
Gaby Mairamhof Pages 45-69Service provider s response to customer disconfirmation a decision making and information processing perspective
Gaby Mairamhof Pages 70-98Conceptual model of the service provider s response process to customer disconfirmation
Gaby Mairamhof Pages 99-103Empirical exploration of the service provider s response process
Gaby Mairamhof Pages 104-172Conclusions
Gaby Mairamhof Pages 173-183Back Matter
Pages 184-214 PDF Back to topAbout this book
How employees deal with potentially disconfirming service encounter situations is of utmost importance for service organizations. Appropriate reactions by frontline service providers can decrease the likelihood of customer disconfirmation and sometimes even convert a disconfirming event into a memorable, satisfying encounter for the customer. In order to design operating policies and training strategies to properly handle disconfirmation situations, it is necessary to investigate frontline service providers' behavior when they are confronted with customer disconfirmations. Gaby Mairamhof gives a model of the service provider's cognitive response process to disconfirmation built on decision theory; the service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step. Organizational and personal variables are identified that may influence the response process. The model is tested empirically and implications concerning the management of critical encounter situations are discussed. Back to topKeywords
DienstleistungsmarketingFocus DienstleistungsmarketingInformationsverarbeitungSozialpsychologie Back to topAbout the author
Dr. Gaby Mairamhof ist Universitätsassistentin am Institut für Handel, Absatz und Marketing an der Universität Innsbruck, wo sie auch promovierte. Back to topBibliographic Information
Book Title: Handling Customer Disconfirmations Book Subtitle: A Model of the Service Provider’s Response Process Authors Gaby Mairamhof Series Title: Fokus Dienstleistungsmarketing DOI: https://doi.org/10.1007/978-3-322-95410-7 Publisher: Deutscher Universitätsverlag Wiesbaden eBook Packages: Springer Book Archive Copyright Information: Springer Fachmedien Wiesbaden 1996 Softcover ISBN: 978-3-8244-6333-6 eBook ISBN: 978-3-322-95410-7 Series ISSN: 2628-7366 Series E-ISSN: 2628-7374 Edition Number: 1 Number of Pages: XVII, 211 Number of Illustrations: 2 b/w illustrations Topics: Organization, Marketing Back to top Access via your institutionBuying options
eBook USD 49.95 Price excludes VAT (USA) ISBN: 978-3-322-95410-7 Instant PDF download Readable on all devices Own it forever Exclusive offer for individuals only Tax calculation will be finalised during checkout Buy eBook Softcover Book USD 59.99 Price excludes VAT (USA) ISBN: 978-3-8244-6333-6 Dispatched in 3 to 5 business days Exclusive offer for individuals only Free shipping worldwideShipping restrictions may apply, check to see if you are impacted. Tax calculation will be finalised during checkout Buy Softcover Book Learn about institutional subscriptions