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Abstracts prior to volume 5(1) have been archived!

Issue 5(1), October 2010 -- Paper Abstracts
Girard  (p. 9-22)
Cooper (p. 23-32)
Kunz-Osborne (p. 33-41)
Coulmas-Law (p.42-46)
Stasio (p. 47-56)
Albert-Valette-Florence (p.57-63)
Zhang-Rauch (p. 64-70)
Alam-Yasin (p. 71-78)
Mattare-Monahan-Shah (p. 79-94)
Nonis-Hudson-Hunt (p. 95-106) 



JOURNAL OF ORGANIZATIONAL PSYCHOLOGY


Customer Reviews: Motivated by Error-Free Service or Successful Recovery?


Author(s): Jennifer Nieman-Gonder, Sayeedul Islam, Xu Zhu, Sheryl Lobo, Shannon Anderson, Leo Scalisi, Diego Moncada

Citation: Jennifer Nieman-Gonder, Sayeedul Islam, Xu Zhu, Sheryl Lobo, Shannon Anderson, Leo Scalisi, Diego Moncada, (2018) "Customer Reviews: Motivated by Error-Free Service or Successful Recovery?," Journal of Organizational Psychology, Vol. 18, Iss. 3, pp. 41-72

Article Type: Research paper

Publisher: North American Business Press

Abstract:

Across two studies, customer perceptions and outcomes of quality service in different industries were
investigated using a qualitative approach that involved computer-based text analysis. In study 1, 60
participants were asked to provide positive and negative experiences in the restaurant and cell phone
industries. In study 2, 900 social media comments were collected regarding the cell phone, airline, and
restaurant industry. Perceptions of quality service were not necessarily error free. Error free service was, however, expected in some industries. Future research should continue to mine text data to better
understand the customer experience.