Výsledky vyhledávání - "Terri Shapiro"

Domestic versus offshore service providers

Autor: Terri Shapiro, Shawn T. Thelen, Andrew M. Forman

Publikováno v: Journal of Service Management. 26:608-624

Purpose – Prior research has determined that consumers are opposed to services offshoring. The purpose of this paper is to determine the likelihood that consumers would choose a domestic vs an offshore service provider if asked to pay more, wait lo

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::ca584ec10084f156863aca2da451ecbc
https://doi.org/10.1108/josm-01-2015-0020

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Predicting negative consumer reactions to services offshoring

Autor: Shawn T. Thelen, Terri Shapiro

Publikováno v: Journal of Services Marketing. 26:181-193

PurposeThe purpose of this paper is to examine behavioral changes by consumers (i.e. changing time of day they contact a firm, requesting a domestic service provider, and ceasing doing business with the firm) when faced with being provided a service

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::c5a2be083e08649a49a60a0769f5590d
https://doi.org/10.1108/08876041211223988

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Correction to: Measuring Faculty Skill and Effectiveness in Conducting Interactive Learning Sessions—a Proposed Instrument

Autor: David E. Elkowitz, Terri Shapiro, Gina Sorrentino, Latha Chandran, Alice Fornari, David L. Steele, Patrick John Gannon, Naomi L. Lacy, Joel N. H. Stern, Nancy Kheck

Publikováno v: Medical Science Educator. 28:267-267

The acknowledgments section of this article needs to be updated to include the following: The project was initiated at the Harvard Macy Institute and was funded by a President Award from the Josiah Macy Jr.

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::72422329dfdfae3405d0126761865a93
https://doi.org/10.1007/s40670-017-0531-0

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An Experimental Investigation of Justice-Based Service Recovery on Customer Satisfaction, Loyalty, and Word-of-Mouth Intentions

Autor: Terri Shapiro, Jennifer Nieman-Gonder, Nicole A. Andreoli, Darlene Trimarco-Beta

Publikováno v: Psychological Reports. 99:864-878

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated “live” service failure wa

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::5bb07988cac4e7c82cdf14eb64663abb
https://doi.org/10.2466/pr0.99.3.864-878

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Effect of communication mode in justice‐based service recovery

Autor: Jennifer Nieman-Gonder, Terri Shapiro

Publikováno v: Managing Service Quality: An International Journal. 16:124-144

PurposeThe purpose of this paper is to investigate the effects of organizational justice‐based recovery strategies and the mode of communication used following a service failure on key organizational variables including customer satisfaction, loyal

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::90fc09399ea61a5743fb750e68dba956
https://doi.org/10.1108/09604520610650619

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