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Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach

Classification
Dimension Value
  • Discipline
  • Psychology
  • Project Working Hours
  • Not Specified
  • Research Study Hybrid Value Creation
  • Not Specified
  • Funding Institutions
  • National governmental Funding
    • Other
  • Other Funding Institutions
  • Australian Research Council (ARC)

Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach ()

Service industries dominate Australia's economy. When service fails, conflicts frequently ensue, leaving customers and employees feeling angry and stressed. Consequent social and economic costs are enormous. This project addresses the research priority of promoting and maintaining good health by identifying ways in which customers and employees can resolve service problems such that participants' psychosocial needs are met and outcomes for both parties are optimised. Findings will strengthen Australia's social and economic fabric by providing strategies to increase customer satisfaction and reduce worker stress. Service firms will benefit from a more loyal customer-base, and reduced employee absenteeism, turnover and compensation claims.


This project was described byAdmin Istrator (27. June 2011 - 11:55)
This project was last edited by Sanja Tumbas (24. June 2012 - 21:21)

Further information