... between perceived risk and type of service relationship. It also examined outcomes differences between different types of service relationships. The results suggest that consumers who have strong interpersonal relationships have the highest perceptions of category risk and the lowest perceptions...

... consequences into a comparison between two courses of action, risky and conservative. Argues that such an approach is preferable to hesitating due to fear of uncertainty. Decision making Marketing management Outcomes Philanthropy Uncertainty © MCB UP Limited 1991 UNCERTAIN ABOUT UNCERTAINTY...

... included three service variables – competency, outcome and courtesy. Reports on the emotional responses of the subjects, finding that courtesy was responsible for most of the variation in response. Discusses the managerial implications resulting from the study, notably the importance of courtesy...

... strategies. Argues that an apology cannot compensate for lack of a tangible outcome such as a refund. Concludes with a consideration of how marketers may be able to satisfy their complainers more effectively. © MCB UP Limited 1990 Complaints Customer satisfaction Outcomes Note...