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

San Francisco, CA · May 2018

Poster · Industrial/Organizational

Jennifer Nieman-Gonder
Farmingdale State College
Sayeed Islam
Farmingdale State College
Shannon Anderson
Farmingdale State College
Diego Moncada
Farmingdale State College

Abstract

The present study examined perceptions of customer service across industries. Nine hundred comments were analyzed from customer review websites. Contrary to previous research, most positive comments described error-free service experiences. While customers may be satisfied following successful recovery efforts, those who post on review websites seem motivated by error-free service.

Consumer

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

Abstract

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