Blar i AURA på forfatter "Arsenovic, Jasenko"
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Going the Extra Mile, Now or After a While: The Impact of Employee Proactivity in Retail Service Encounters on Customers’ Shopping Responses
Otterbring, Tobias; Arsenovic, Jasenko; Samuelsson, Peter; Malodia, Suresh; Dhir, Amandeep (Peer reviewed; Journal article, 2023)Employee proactivity has been discussed as a key predictor of firm success and organizational performance. However, previous proactivity research has rarely focused on customers, and the few available proactivity studies ... -
Going the Extra Mile, Now or After a While: The Impact of Employee Proactivity in Retail Service Encounters on Customers’ Shopping Responses
Otterbring, Tobias; Arsenovic, Jasenko; Samuelsson, Peter; Malodia, Suresh; Dhir, Amandeep (Peer reviewed; Journal article, 2023)Employee proactivity has been discussed as a key predictor of firm success and organizational performance. However, previous proactivity research has rarely focused on customers, and the few available proactivity studies ... -
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
Arsenovic, Jasenko; edvardsson, bo; Otterbring, Anders Emil Tobias; Trondvoll, Bård (Peer reviewed; Journal article, 2022)As one of the retailer’s most potent recovery tactics to ofset disgruntled customers, frms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the efectiveness of this tactic ...