Pacheco, Natalia Araujo; Pizzutti, Cristiane; Basso, Kenny - In: Journal of Service Management 30 (2019) 1, pp. 2-22
Purpose: The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed service recovery (a double deviation). Design/methodology/approach: This...