Terri Shapiro

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Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty,(More)
A discussion of "Unconscious Symbiotic Fantasy: A Ubiquitous Therapeutic Agent" by Lloyd H. Silverman, Ph.D. Extraclinical research on propositions derived from the psychoanalytic process are useful and complementary. The rigor of statistical, reproducible experimental approaches adds strength to analytic knowledge. Caution is recommended, however, in(More)
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