Beh, Yean Shan; Sajtos, Laszlo; Cao, Joanne T. - In: Journal of Service Management 31 (2020) 3, pp. 509-534
Purpose: The purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research...