Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

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This review presents the possible relationship between Organizational Citizenship Behaviors (OCBs) in enhancing customer indicators. Though ample research has been conducted on OCBs in the recent past, the relationship between OCBs and customer service indicators has probably not been studied in...