Zhou, Yuanyuan; Huang, Minxue; S.L. Tsang, Alex; Zhou, Nan - In: European Journal of Marketing 47 (2013) 8, pp. 1133-1156
Purpose – Consumers use cues to assess whether a recovery is effective. Prior literature on service recovery has focused mainly on individual-related factors. This paper aims to study how other consumers in the same failure and recovery influence an individual consumer to evaluate the firm ' s...