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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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2023
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| Online Access: | 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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| Institution: | Singapore Management University |
| Language: | English |