National Extension Tourism (NET): 2021 Conf. Proceedings


Allen, J., Reichheld, F., Hamilton, B., and Markey, R. (2005). Closing the delivery gap. Boston, MA: Bain & Company. Retrieved from: Dimensional Research Corporation. (2013). Customer service and business results: A survey of customer service from mid-size companies. Sunnyvale, CA: Dimensional Research Corporation. Retrieved from: Customer_Service_and_Business_Results.pdf. Hess, Ronald L., Jr., Shankar Ganesan, and Noreen N. Klein. (2003). Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction? Journal of the Academy of Marketing Science 31 (2): 127-145. Retrieved from: Hyken, S. (2020). Ninety-Six Percent of Customers Will Leave You for Bad Customer Service. Forbes. Retrieved from: customers-will-leave-you-for-bad-customer-service/?sh=7e6f0fed30f8 Press, I., Ganey, R.F. and Hall, M.F. (1997). What’s most important to customer satisfaction? ABA Banking Journal, Vol. 89 No. 9, 73-4. Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62 (April), 60-76. Retrieved from: Weitzel, W., Schwartzkopf, A. B., and Peach, E. B. (1989). The Influence of Employee Perceptions of Customer Service on Retail. Journal of Retailing, 65 (1), 27-39.

2021 NET Conference Proceedings


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