Tag: purchasing decisions

ServiceFriday: Who is Blamed in a Service Failure?

When a customer reacts negatively to a service failure, how harmful is it for another customer or outside observer to view this reaction? Will the customer on the outside of the interaction attribute the blame to the service provider or to the customer involved? And what factors determine how they choose to place their blame? …

ServiceFriday: How to Attract Customer Attention in a Digital Age

As shopping is on its way to becoming an exclusively online process, how can retailers capture the attention of consumers in an environment where the focus is much narrower than in a physical store? In an article written by Barbara Kahn, she presents the research found to determine consumer patterns of attention and which aspects …