How To Make Negative Services Less Unpleasant For Consumers

Friday, August 7, 2009 - 12:21 in Mathematics & Economics

Service quality beliefs are usually positively related to customer satisfaction -- the higher the perceived service quality, the higher the customer's satisfaction. However, researchers find this relationship may be more complicated in "negative service environments" (i.e., services that consumers would prefer not to have to use), such as health screening, diagnostic tests, or even auto repair.

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