The research activities of the Customer Service Research program include:
- Understanding the triggers and consequences of Customer Rage following Service Failures
- Identification of Customer Focused Business Strategies for Professional Service Firms
- Modelling new service development and innovation in service delivery
- Customer Co-production in Ongoing Health Service Delivery
- Modelling On-Line Service Delivery
- Dysfunctional Customer Behaviour following service failures
- Customer-to-customer emotional contagion in service delivery
- Redesigning the servicescape for improved customer service
- Integration of back-stage and front-stage in new service development and service delivery
- Preventing service failure
- Customer-organisation (customer-employee-supervisor) interface
