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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Bibliographic Details
Main Author: CHANG, Hannah H.
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2023
Subjects:
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
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