Categories : *Journal of Business Research Business Strategy Organizational Performance Organizational Reputation Rewards1 Comment
When Retailers Screw Up: How Can they Win Customers Back? (IO Psychology)
When customers complain about service or products, many retailers turn to coupons and established procedures to manage complaints quickly. But how do these decisions by management actually interact and affect customer behavior? In this paper, authors investigate both the interaction of reacting quickly and using coupons to respond to a customer complaint.