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dc.contributor.authorKasabov, Edwarden_GB
dc.contributor.authorWarlow, Alex J.en_GB
dc.date.accessioned2013-02-19T17:06:29Zen_GB
dc.date.accessioned2013-03-20T11:19:11Z
dc.date.issued2010en_GB
dc.description.abstractIn the last ten years, businesses taking advantage of market deregulation, call-centre, intranet and internet technology have broken traditional marketing norms and path-dependent customer management practices. These businesses offer substantially lower prices and good customer service. In spite of anecdotal evidence of the high level of service complaints in the press, these businesses are expanding rapidly by growing the market and by taking share from traditional suppliers. Service failure recovery and complaint management are two areas which are extensively re-designed by such businesses. This paper aims to identify and examine such new practices. The authors suggest that the traditional “customer-centricity” model is being replaced by a “customer-compliance business model” (CCBM) of service provision. This new model and its propositions defy conventional thinking in the areas of service recovery and complaint management.en_GB
dc.identifier.citationVol. 44, Issue 6, pp. 700 - 729en_GB
dc.identifier.doi10.1108/03090561011032685en_GB
dc.identifier.urihttp://hdl.handle.net/10036/4336en_GB
dc.language.isoenen_GB
dc.publisherEmeralden_GB
dc.relation.urlhttp://www.emeraldinsight.com/journals.htm?issn=0309-0566en_GB
dc.subjectcustomer satisfactionen_GB
dc.subjectonline servicesen_GB
dc.subjectservice recoveryen_GB
dc.titleTowards a new model of "customer compliance" service provisionen_GB
dc.typeArticleen_GB
dc.date.available2013-02-19T17:06:29Zen_GB
dc.date.available2013-03-20T11:19:11Z
dc.identifier.issn0309-0566en_GB
dc.descriptionPre-print draft. Final version published by Emerald; available online at http://www.emeraldinsight.com/en_GB
dc.identifier.journalEuropean Journal of Marketingen_GB


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