Customer Satisfaction - Isayeva, Aygul
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Service failures are inevitable. Customers tend not to complain when they happen. Given that we are able to stimulate customers complain, what actions should we take? We know what the drivers of satisfaction with service recovery are, but we do not know if they are of equal importance to all customers. Most likely not, if the loyalty phase the customer is in affects the relationship between satisfaction with service recovery and its antecedents.

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Produktbeschreibung
Service failures are inevitable. Customers tend not to complain when they happen. Given that we are able to stimulate customers complain, what actions should we take? We know what the drivers of satisfaction with service recovery are, but we do not know if they are of equal importance to all customers. Most likely not, if the loyalty phase the customer is in affects the relationship between satisfaction with service recovery and its antecedents.
Autorenporträt
Dr. Aygul Isayeva was born in Gardabani, Georgia, on October 17, 1985. She received her Ph.D degree from International Black Sea University in Tbilisi, Georgia, MS degree from BI Norwegian Business School, in Oslo, Norway, bachelor degree from Khazar University in Baku, Azerbaijan. She works as a Marketing Manager at SOCAR Georgia Petroleum.