... of social media listening, response and service recovery; apply social media analytics in enhancing customer experience; apply the expectation–confirmation paradigm to explain customer satisfaction, dissatisfaction and intention to reuse; and analyse the implications of customer expectations and perceptions...

... in service delivery; the service profit chain; the relationship between profitability, customer loyalty, employee satisfaction and loyalty, and productivity; service failure; service recovery; and the service recovery paradox. Supplementary materials Teaching notes are available. Please consult your...