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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 …
Persistent link: https://www.econbiz.de/10012889706
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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 …
Persistent link: https://www.econbiz.de/10012479628
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Toward an understanding of the economics of apologies : evidence from a large-scale natural field experiment
Halperin, Basil; Ho, Benjamin; List, John A.; Muir, Ian - 2019
Persistent link: https://www.econbiz.de/10012005768
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Passenger demand forecasting in the ridesharing context : a comparison of statistical and deep learning approaches
Fuloria, Sanjay - In: The IUP journal of applied economics 19 (2020) 1, pp. 57-71
Persistent link: https://www.econbiz.de/10012266166
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The contingent nature of service recovery system structures
Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
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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
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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
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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
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720
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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160