Designing the soft side of customer service

MIT Sloan Management Review

Volumn 52, Issue 1, 2010, Pages 33-39

  Dasu, Sriram ^a   Chase, Richard B ^a  

^a UNIVERSITY OF SOUTHERN CALIFORNIA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79952386451     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (13)

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4. R. B. Chase and S. Dasu, "Want to Perfect Your Company's Service? Use Behavioral Science", Harvard Business Review 79 (June 2001):78-84.
5. J. E. Ledoux, "Systems and Synapses of Emotional Memory", chap. 8 in "Memory: Organization and Locus of Change" ed. L. R. Squire, N. M. Weinberger, G. Lynch and J. L. McGaugh (New York: Oxford University Press, 1991).
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8. C. W. L. Hart, J. L. Heskett and W. E. Sasser, "The Profitable Art of Service Recovery", Harvard Business Review 68 (July 1990):148-156.
9. V. S. Folkes, "Recent Attribution Research in Consumer Behavior: A Review and New Directions", Journal of Consumer Research 14, no. 4 (March 1988):548-565.
10. M. J. Bitner, "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses", Journal of Marketing 54, no. 2 (April 1990):69-82.
11. E. N. Marcus, "When Young Doctors Strut Too Much of Their Stuff", New York Times, Nov. 21, 2006, www.nytimes.com/2006/11/21/health/ 21essa.html.
12. D. L. Rotter and J. A. Hall, "Doctors Talking with Patients/Patients Talking with Doctors: Improving Communications in Medical Visits" (Westport, Connecticut: Auburn House, 1992).
13. G. R. Bitran and J. Hoech, "Humanization of Service: Respect at the Moment of Truth", Sloan Management Review 31, no. 2 (winter 1990):89-96.