Zhou, Yuanyuan; Tsang, Alex S.L.; Huang, Minxue; Zhou, Nan - In: Journal of Business Research 67 (2014) 2, pp. 159-166
Conventional wisdom suggests that service providers should respond to their failures as quickly as possible. Some research, however, points out that delaying resolutions may produce highly desirable results. The study here investigates these competing views by examining under which conditions an...