Special Issue "Customer Services and Customer Satisfaction"

A special issue of Administrative Sciences (ISSN 2076-3387).

Deadline for manuscript submissions: 31 July 2021.

Special Issue Editors

Dr. Jean-Pierre Lévy-Mangin
Website
Guest Editor
Université du Québec en Outaouais, Quebec J8X 3X7, Canada
Interests: statistics; structural equation modeling; multivariate analysis
Dr. Cristina Calvo-Porral
Website
Guest Editor
Facultad de Economía y Empresa, University of A Coruña, 1989, A Coruña, Spain
Interests: marketing; consumer behavior; retailing
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Special Issue Information

Dear Colleagues,

Many companies put the customer and customer satisfaction at the heart of customer services. To satisfy customers, companies need to manage and put different factors into perspective, such as different service activities, addressing customer queries and complaints, and meeting customer expectations.

Similarly, companies need to consider that customers make purchase decisions not only according to the product or service and their characteristics, but also according to the range and level of customer services provided. In addition, customer satisfaction can be derived not from the product itself, but the “experience” delivered by the company. Other important trends today in customer services are the strategies of servitization and customization, the increasing importance of after-sales services, the impact of technologies on service delivery, and the “sharing economy” services.

In this context, the effective management of customer service is the key to customer satisfaction and customer retention.

We invite papers that include different perspectives and knowledge from marketing, consumer behavior, or other disciplines, theoretical perspectives, intellectual trends, current topics, and traditional practices associated with customer services and customer satisfaction.

Examples (non-exhaustive) of the topics covered by this Special Issue are as follows: 

  • Providing “experiences” to customers
  • The strategy of customized services
  • The strategy of “servitization”
  • How new technologies have changed customer satisfaction, engagement, and loyalty
  • Customer dissatisfaction and complaint behavior in services
  • Satisfying and dissatisfying experiences in “sharing economy” services
  • Digitalized and e-services
  • E-service quality, satisfaction, and loyalty
  • Emotional experiences in service contexts
  • After-sales services
  • Service failure and service recovery and their impact on customer behavior
  • Innovation in customer services
  • Customer value creation and customer satisfaction

Dr. Jean-Pierre Lévy-Mangin
Dr. Cristina Calvo-Porral
Guest Editors

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All papers will be peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Administrative Sciences is an international peer-reviewed open access quarterly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 1200 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

  • Services 
  • Satisfaction 
  • Customer 
  • Servitization 
  • Customization 
  • Experience

Published Papers

This special issue is now open for submission.
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