In customer service, when is a full refund justified?
In a commentary, SMU Associate Professor of Marketing Hannah Chang discussed the challenges in achieving balance between making genuine amends for the specific incident and strategic reputation management when customers complain. She also noted the challenges in balancing between offering genuine re...
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Institutional Knowledge at Singapore Management University
2023
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sg-smu-ink.lkcsb_research-84422024-02-08T09:02:04Z In customer service, when is a full refund justified? CHANG, Hannah H. In a commentary, SMU Associate Professor of Marketing Hannah Chang discussed the challenges in achieving balance between making genuine amends for the specific incident and strategic reputation management when customers complain. She also noted the challenges in balancing between offering genuine redress and not setting precedents that encourage unreasonable demands. Assoc Prof Chang also shared how companies can take preventive measures by setting clear policies for refunds or compensation, and monitoring online sentiment to stay ahead of brewing issues, thus allowing businesses to address concerns in real time. 2023-10-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/7443 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8442/viewcontent/20231012_STHT_Opinion_B04_30x40_D.pdf http://creativecommons.org/licenses/by-nc-nd/4.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Business Law, Public Responsibility, and Ethics Social Media |
| institution |
Singapore Management University |
| building |
SMU Libraries |
| continent |
Asia |
| country |
Singapore Singapore |
| content_provider |
SMU Libraries |
| collection |
InK@SMU |
| language |
English |
| topic |
Business Law, Public Responsibility, and Ethics Social Media |
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Business Law, Public Responsibility, and Ethics Social Media CHANG, Hannah H. In customer service, when is a full refund justified? |
| description |
In a commentary, SMU Associate Professor of Marketing Hannah Chang discussed the challenges in achieving balance between making genuine amends for the specific incident and strategic reputation management when customers complain. She also noted the challenges in balancing between offering genuine redress and not setting precedents that encourage unreasonable demands. Assoc Prof Chang also shared how companies can take preventive measures by setting clear policies for refunds or compensation, and monitoring online sentiment to stay ahead of brewing issues, thus allowing businesses to address concerns in real time. |
| format |
text |
| author |
CHANG, Hannah H. |
| author_facet |
CHANG, Hannah H. |
| author_sort |
CHANG, Hannah H. |
| title |
In customer service, when is a full refund justified? |
| title_short |
In customer service, when is a full refund justified? |
| title_full |
In customer service, when is a full refund justified? |
| title_fullStr |
In customer service, when is a full refund justified? |
| title_full_unstemmed |
In customer service, when is a full refund justified? |
| title_sort |
in customer service, when is a full refund justified? |
| publisher |
Institutional Knowledge at Singapore Management University |
| publishDate |
2023 |
| url |
https://ink.library.smu.edu.sg/lkcsb_research/7443 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8442/viewcontent/20231012_STHT_Opinion_B04_30x40_D.pdf |
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