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Customer Bill of Rights under No-Fault Service Failure : Confinement and Compensation
Chen, Rachel R.; Gerstner, Eitan; Yang, Yinghui (Catherine) - 2012
Service providers and their customers are sometimes victims of failures caused by exogenous factors such as unexpected bad weather, power outages, or labor strikes. When such no-fault failures occur in confined zones, service providers may confine customers against their will if making...
Persistent link: https://www.econbiz.de/10014164793
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Customer Bill of Rights Under No-Fault Service Failure : Confinement and Compensation
Chen, Rachel R. - 2011
Service providers and their customers are sometimes victims of failures caused by exogenous factors such as unexpected bad weather, power outages, or labor strikes. When such no-fault failures occur in confined zones, service providers may confine customers against their will if making...
Persistent link: https://www.econbiz.de/10013121466
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Customer bill of rights under no-fault service failure : confinement and compensation
Chen, Rachel R.; Gerstner, Eitan; Yang, Yinghui - In: Marketing science 31 (2012) 1, pp. 157-171
Persistent link: https://www.econbiz.de/10009511623
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Managing service shutdowns: Cash refunds or vouchers?
Chen, Rachel R.; Gerstner, Eitan; Halbheer, Daniel; … - In: International journal of research in marketing : IJRM ; … 40 (2023) 2, pp. 294-315
Persistent link: https://www.econbiz.de/10014316585
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Return policies and the optimal level of "hassle"
Davis, Scott M. - In: Journal of economics & business 50 (1998) 5, pp. 445-460
Persistent link: https://www.econbiz.de/10001252972
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Optimizing service failure and damage control
Halbheer, Daniel; Gärtner, Dennis; Gerstner, Eitan; … - In: International journal of research in marketing : IJRM ; … 35 (2018) 1, pp. 100-115
Persistent link: https://www.econbiz.de/10011816976