A5074053990- Customer Service Quality and Loyalty
- Service and Product Innovation
- Consumer Retail Behavior Studies
- Consumer Behavior in Brand Consumption and Identification
- Psychology of Social Influence
- Job Satisfaction and Organizational Behavior
- Business Strategies and Innovation
- Digital Marketing and Social Media
- Marketing and Advertising Strategies
- Urban and Freight Transport Logistics
- Experimental Behavioral Economics Studies
- Global Trade and Competitiveness
- Competitive and Knowledge Intelligence
- Outsourcing and Supply Chain Management
- Blockchain Technology Applications and Security
- Management and Marketing Education
- Management and Organizational Practices
- Emotional Intelligence and Performance
- Big Data and Business Intelligence
- AI in Service Interactions
Linköping University
2022-2023
Bocconi University
2022
Karlstad University
2019-2021
In the context of continuously growing e-commerce and rising global count e-consumers, e-retailers logistics service providers need to differentiate tailor their offerings refine operations meet e-consumers' needs. This study investigates how residential-area type affects satisfaction with delivery services reuse intentions in relation ability choose between options. The aim was explore compare rural e-consumers urban ones conclude whether fitting can be performed without loss. results...
Abstract As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation increase customer satisfaction and improve loyalty. However, effectiveness this tactic remains unclear. This study examines whether firm-offered affects customers’ emotional responses bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, investigates level collaboration during encounter moderates link between responses,...
Purpose Previous research on salesperson-customer proximity has yielded mixed results, with some studies documenting positive effects shopping responses and others demonstrating the reverse. To reconcile such findings, this paper aims to test whether how salesperson influences a series of key customer outcomes in actual retail settings using sample sizes that are considerably larger than most former investigations. Design/methodology/approach We conducted two high-powered field ( N = 1,312)...
Abstract Employee proactivity has been discussed as a key predictor of firm success and organizational performance. However, previous research rarely focused on customers, the few available studies from retail settings are either cross‐sectional, solely based subjective outcomes (e.g. customer satisfaction) or restricted to aggregated data objective profits per store). We investigate causal effect employee in service encounters customers’ actual purchase behaviour satisfaction ratings at...
Within service recovery research, failures have traditionally been handled by the firm in an effort to turn unpleasant experience into a more favorable one. More recent which customer’s role is pronounced, suggests that customer not passive recipient of firms efforts but cocreator solution. As response, considerable has devoted exploring how and together can effectively integrate resources such as time rectify experience. However, prior conceptualizations fall short taking adequate account...