Huang, Yingying; Zhang, Meng; Gursoy, Dogan; Shi, Si - In: International Journal of Contemporary Hospitality Management 32 (2020) 7, pp. 2429-2451
Purpose: Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service...