This Case is aboutÂ MANAGING PEOPLE
PUBLICATION DATE: May 15, 2013 PRODUCT #: BH537-PDF-ENG
Joy and customer satisfaction have been linked with supporting increase and the retention of relationships that were significant. More recently, companies have embraced charges and penalties as a principal means of growing earnings. In this informative article, we assess and gather data to recognize the facets of punishments that create customer discontent and negative psychological and behavioral reactions. We provide guidelines for the execution of punishments that balance the aims of client loyalty and revenue generation. Included in these are: preventing unintentional failures, handling the perceived magnitude of punishments, effectively training customers on the offer, ensuring that fees are clear and limpid, linking punishment choices to duty for the transgression, considering narrowly missing averting a punishment, and thought of the customer relationship and worker authorization.