Handling Customer Disconfirmations (eBook, PDF)

A Model of the Service Provider's Response Process

• Format: PDF

Produktbeschreibung

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.

---

Dieser Download kann aus rechtlichen Gründen nur mit Rechnungsadresse in A, B, BG, CY, CZ, D, DK, EW, E, FIN, F, GR, HR, H, IRL, I, LT, L, LR, M, NL, PL, P, R, S, SLO, SK ausgeliefert werden.

Produktdetails

• Verlag: Deutscher Universitätsverlag
• Seitenzahl: 211
• Erscheinungstermin: 1. Juli 2013
• Deutsch
• ISBN-13: 9783322954107
• Artikelnr.: 53155303

Autorenporträt

Dr. Gaby Mairamhof ist Universitätsassistentin am Institut für Handel, Absatz und Marketing an der Universität Innsbruck, wo sie auch promovierte.

Inhaltsangabe

1. Introduction.- 1.1. Research problem and purpose.- 1.2. Research process and structure.- 2. Positioning the research subject.- 2.1. Services.- 2.2. Service quality and customer satisfaction.- 2.3. Service encounter and the frontline service provider.- 2.4. Critical service encounters.- 2.5. Importance of studying service providers' behavior in critical service encounters.- 3. Service providers' behavior in critical service encounter situations.- 3.1. Behavior as a dimension of performance.- 3.2. Types of behavioral performance studied.- 3.3. Modeling service providers' behavior in critical service encounters.- 4. Potential determinants of service providers' behavior in critical service encounter situations.- 4.1. Personal characteristics.- 4.2. Organizational characteristics.- 4.3. Discussion of potential determinants.- 5. Service provider's response to customer disconfirmation: a decision making and information processing perspective.- 5.1. The service provider's response process.- 5.2. Disconfirmation situation.- 5.3. Disconfirmation cues and other stimuli.- 5.4. Awareness of disconfirmation.- 5.5. Evaluation of disconfirmation.- 5.6. Identification of reaction alternatives.- 5.7. Evaluation of reaction alternatives and choice.- 6. Conceptual model of the service provider's response process to customer disconfirmation.- 7. Empirical exploration of the service provider's response process.- 7.1. Approach and objectives of the study.- 7.2. Research method.- 7.3. Description of the questionnaire.- 7.4. Interviewer training.- 7.5. Data collection.- 7.6. Data analysis.- 7.7. Results of the incident descriptions.- 7.8. Discussion of results of incident descriptions.- 7.9. Empirical model and hypotheses.- 7.10. Statistical tests of hypotheses.- 7.11.Limitations and implications for further research.- 8. Conclusions.- 8.1. Contribution.- 8.2. Managerial implications.- References.