Publication Type
News Article
Version
acceptedVersion
Publication Date
10-2023
Abstract
In a commentary, SMU Associate Professor of Marketing Hannah Chang discussed the challenges in achieving balance between making genuine amends for the specific incident and strategic reputation management when customers complain. She also noted the challenges in balancing between offering genuine redress and not setting precedents that encourage unreasonable demands. Assoc Prof Chang also shared how companies can take preventive measures by setting clear policies for refunds or compensation, and monitoring online sentiment to stay ahead of brewing issues, thus allowing businesses to address concerns in real time.
Discipline
Business Law, Public Responsibility, and Ethics | Social Media
Research Areas
Marketing
Publication
Straits Times
First Page
B4
Last Page
B4
ISSN
1692-9344
Publisher
Singapore Press holdings
Citation
CHANG, Hannah H..
In customer service, when is a full refund justified?. (2023). Straits Times. B4-B4.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/7443
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.