He, Yi; Ju, Ilyoung; Chen, Qimei; Alden, Dana L.; Zhu, Hong - In: Journal of Services Marketing 34 (2019) 2, pp. 137-148
Purpose: This paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional response to a service failure and how they subsequently cope with the negative emotional experiences through...