ServiceFriday: Which Customers Award More Five Star Reviews?

Customers are doing their research before buying, and increasingly they are relying on other people for the information they want. They consider online reviews, social media recommendations and word of mouth, searching for non-commercial, unbiased advice. Marketing scholars have started to study this behavior, but only lately have looked at customer groups and the differing …

What You Need to Know about the Impact of Service Crises

In sum, companies should focus on a stable (and good) service performance level. Such performance level has the best outcomes for customers’ service assessment, and takes much less effort compared to constant adjustments needed in response to peaks and troughs in service performance. A good and stable performance, in turn, is a strong argument for companies in their communication to customers, as it may engender favorable perceptions of the service quality.