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Don't just fix it, make it better! : using frontline service employees to improve recovery performance

Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530

Persistent link: https://www.econbiz.de/10010126691

Compensatory solution : can it save a company from a service failure?

Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97

Persistent link: https://www.econbiz.de/10011486830

An examination of consumer advocacy and complaining behavior in the context of service failure

Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370

Persistent link: https://www.econbiz.de/10009272241

Take it back : the impact of dynamic consumer goals in return and exchange interactions

Droms, Courtney M. - In: Services marketing quarterly 34 (2013) 1, pp. 67-85

Persistent link: https://www.econbiz.de/10009726519

A cross-cultural comparison of perceived informational fairness with service failure explanations

Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439

Persistent link: https://www.econbiz.de/10009390049

Toward an Understanding of the Economics of Apologies : Evidence from a Large-Scale Natural Field Experiment

Halperin, Basil - 2019

We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge from our field experiment. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend...

Persistent link: https://www.econbiz.de/10012889706