The discourse of 'respect for customers'

Sofia Daskou and Despina D. Konstas

International Journal of Economics and Business Research, 2013, vol. 6, issue 4, 400-410

Abstract: Although consumers value respect and expect to be respected by providing firms (Daskou et al., 2004) it appears that some industries (i.e., telecommunications as per Vittore (2001) fail to apply respect for the customer. In an effort to address the utility of recognising, appreciating and understanding the concept of respecting customers, the paper focuses on the discussion of concept, an issue that has received very little empirical attention from the perspective of the business disciplines. With the view of future research on the subject, the paper offers propositions on the ontology of respect for the customer, the facets of respect, ways firms may manifest their respect for the customer, and the potential customer behavioural consequences of respecting the customer. The theory presented examines work springing from philosophy, services management, fairness, and fairness literatures. The paper concludes with recommendations for research that could reveal the dimensions of customer respect in commercial contexts, may aid in the quantitative measurement of customer experienced respect, and may lead to the development of respect recovery strategies.

Keywords: customer respect; customer service; retailing; marketing; service encounters; consumer justice; ontology; philosophy; services management; fairness; respect recovery strategies. (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=57209 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijecbr:v:6:y:2013:i:4:p:400-410

Access Statistics for this article

More articles in International Journal of Economics and Business Research from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().