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Artificial Intelligence and Predictive Analytics: Towards a Praxis of Personalised Shopping Experiences Kapitel lesen Erstes Kapitel lesen

2024 | OriginalPaper | Buchkapitel

15. Customer-Brand Interactions and Service Failure Recovery

verfasst von : Samuel Ayertey, Sebastian Okafor

Erschienen in: Digital Transformation for Fashion and Luxury Brands

Verlag: Springer International Publishing

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Abstract

The internet has altered customer–brand interactions and service delivery. Online service failures are inevitable, but social media provides opportunities for efficient service recovery. In light of the lack of research on the drivers of customer satisfaction among luxury fashion customers, this chapter focuses on customer satisfaction in relation to luxury fashion brand customers and explores the motivations and barriers to satisfaction following a negative service experience. The chapter considers the range of recovery strategies that can be adopted and provides managerial and marketing insights for fashion and luxury managers seeking to improve customer satisfaction using various strategies.

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Vorheriges Kapitel Heritage Communication on Social Media in the Luxury Brand Market: The 4-H Factors Framework
Nächstes Kapitel Globalisation Versus Deglobalisation in the Fashion Industry
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Metadaten
Titel
Customer-Brand Interactions and Service Failure Recovery
verfasst von
Samuel Ayertey
Sebastian Okafor
Copyright-Jahr
2024
Buch
Digital Transformation for Fashion and Luxury Brands

Print ISBN: 978-3-031-35588-2

Electronic ISBN: 978-3-031-35589-9

Copyright-Jahr: 2024

DOI
https://doi.org/10.1007/978-3-031-35589-9_15