Projecting lower competence to boost apology effectiveness : underlying mechanism and boundary conditions
Year of publication: |
2023
|
---|---|
Authors: | Antonetti, Paolo ; Baghi, Ilaria |
Published in: |
Journal of the Academy of Marketing Science. - Dordrecht : Springer Netherlands, ISSN 1552-7824, ZDB-ID 2067360-7. - Vol. 51.2023, 3, p. 695-715
|
Subject: | Apology | Competence | Crisis communications | Service recovery |
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Antonetti, Paolo, (2021)
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The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger, (2013)
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The nature of an apology: An experimental study on how to apologize after a service failure
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Baghi, Ilaria, (2021)
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