Do you know what the customer you penalized yesterday is doing today? A pilot analysis

Journal of Services Marketing

Volumn 15, Issue 6, 2001, Pages 496-509

  Fram, Eugene H ^a   Callahan, Andrew ^a  

^a ROCHESTER INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

Consumer behavior; Customer requirements; Penalty costs

Indexed keywords

EID: 84986082022     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000006102     Document Type: Article

References (7)

1. Fram, E. (1997), “The customer penalty box”, Marketing Management, Fall, pp. 60-3.
2. Fram, E. and McCarthy, M. (1999), “The true price of penalties”, Marketing Management, Fall, pp. 49-56.
3. Goetz, T. (1998), “On board the carnival paradise. Don’t sing ‘smoke on the water’”, The Wall Street Journal, 28 December, p. B1.
4. Hellebusch, S. (2000), “Don’t read research by the numbers”, Marketing News, 11 September, p. 25.
5. McCarthy, M. and Fram, E. (2000), “An exploratory investigation of customer penalties: assessment of efficacy, consequences and fairness perceptions”, Journal of Services Marketing, Vol. 14 No. 6, pp. 479-501.
6. Shure, J. (1996), “Beware those dangerous deadbeats that pay their bill”, Milwaukee Journal Sentinel, 20 October, p. 2.
7. Woodyard, C. (1997), “Circuit city tacks 15 percent fee on some returns”, USA Today, 26 December, p. B1.