Janus Face of Customer Service

The first paper explores those issues in marketing practice. The second paper examines the role played by brand equity orientation and failure type in service recovery. Specifically, through the lens of forgiveness, the way brand equity orientation and failure type influence consumer response to recovery is revealed. The third paper presents an extended service profit chain (SPC) framework for assessing service performance. The fourth paper illuminates the importance of understanding factors that contribute to the role services providers play within the environmental context of the customer's brand journey. The fifth paper contributes to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework. The sixth assesses factors influencing customers' online grocery shopping experiences, and it evaluates the central role of customer service and consumers' responses to satisfying grocery shopping. The seventh paper addresses the following question: do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored over two studies. The first aimed to test whether respect spontaneously emerged as an important component of consumer satisfaction. The second aimed to examine whether perceptions of respect could explain consumers' satisfaction response beyond traditional antecedents of satisfaction (i.e., product and service factors, expectations). The eighth paper investigates the process of service gifting (i.e. unexpected upgrades or benefits) and examines why service gifts do not always result in firm-beneficial reciprocal behaviors from consumers. The ninth paper investigates how frontline service employees' environmentally irresponsible behaviors affect customers' brand evaluations. The objective of the tenth paper is to construct and validate a generalizable scale to measure service induced perceived stress for customers of personal services with a high level of intangibles having both online and offline components. Management response to consumer comments has become a widely adopted marketing strategy to address the undesirable effects caused by negative remarks. Yet, when and what management response is more effective and under what circumstances remains under-researched. The eleventh paper aims to fill this gap. The twelvth paper studies the citations made in service failure literature, and assesses the knowledge construction of this region of exploration to date. The last paper contributes to the ebook theme by exploring customer response to automated relationship management tactics on social media channels.