CUHK Business School Research Reveals Similarities Could Alter Customers’ Reactions to Service Failures

HONG KONG, CHINA, Oct. 9 (Korea Bizwire) – Whether it is our name, hometown or personal characteristic, our similarities could alter our reactions to service failures. “What a coincidence!” This is a familiar line in our lives. We have all experienced that mysterious sensation – hopefully pleasant – triggered by an unexpected connection with a [...]