... on customers’ service evaluation and word-of-mouth (WOM) behavior, as well as to identify solutions that reduce customers’ feelings of captivity and improve their well-being. Design/methodology/approach This sequential, quantitative–qualitative, mixed-methods study draws from a survey of 1,017 customers...

...Amit Poddar; Timucin Ozcan; Ramana Kumar Madupalli Purpose – The purpose of this paper is to investigate the role of customer service employees’ (CSEs) competence and service recovery outcomes on service evaluations of foreign and domestic CSEs. Design/methodology/approach – Three...