Research

Consumer Reports: How to rattle a company’s cage

Consumer Reports covers the 2013 National Consumer Rage study, from the Center for Services Leadership, directed by Mary Jo Bitner, and Customer Care Management & Consulting, Scott Broetzmann, president.

2014-09-05

From Consumer Reports, September 2, 2014: “Data from the 2013 rage study show that 62 percent of consumers cite time lost as the primary damage suffered as a result of a product or service problem or from the dreadful complaint handling that many companies engineer into their “customer care” in the pursuit of lower costs, Broetzmann says. By contrast, half of the respondents cited money lost as the primary fallout.” Read more About Mary Jo Bitner: Mary Jo Bitner is Professor of Marketing, Edward M. Carson Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University.   She has contributed over three decades of service research and received the American Marketing Association’s SERVSIG recognition for Career Contributions to the Services Discipline Award.   Dr. Bitner has published more than fifty journal articles relevant to service management and marketing in leading academic and managerial journals including Journal of Marketing, Journal of Service Research, Journal of Marketing Research, Journal of the Academy of Marketing Science, and Sloan Management Review.  Her primary research foci are on customer-employee interactions, technology-delivered service, service infusion, and customer satisfaction.  In recognition of her contributions,  Dr. Bitner was granted an IBM Faculty Award, the MMA Marketing Innovator Award, and ISSIP’s inaugural  Fellow Award for Lifetime Achievement in Service Science.  She is co-author of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 6^th edition, 2013), a text widely used at universities worldwide.  Dr. Bitner served from 2011-2014 on the Board of the American Marketing Association is currently the editor in chief of the Journal of Service Research.

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