Customers' reactions to intentional service failures

Amin Nazifi, Dahlia El-Manstrly, Katja Gelbrich

Research output: Contribution to conferenceAbstract

Abstract

This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.
LanguageEnglish
Publication statusPublished - 10 Jun 2019
EventQUIS Conference - Karlstad, Sweden
Duration: 1 Jun 2004 → …

Conference

ConferenceQUIS Conference
CountrySweden
CityKarlstad
Period1/06/04 → …

Fingerprint

Service failure
Intentionality
Experiment
Service recovery

Keywords

  • failure intentionality
  • perceived motive
  • failure reversibility
  • service recovery

Cite this

Nazifi, A., El-Manstrly, D., & Gelbrich, K. (2019). Customers' reactions to intentional service failures. Abstract from QUIS Conference, Karlstad, Sweden.
Nazifi, Amin ; El-Manstrly, Dahlia ; Gelbrich, Katja. / Customers' reactions to intentional service failures. Abstract from QUIS Conference, Karlstad, Sweden.
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title = "Customers' reactions to intentional service failures",
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keywords = "failure intentionality, perceived motive, failure reversibility, service recovery",
author = "Amin Nazifi and Dahlia El-Manstrly and Katja Gelbrich",
year = "2019",
month = "6",
day = "10",
language = "English",
note = "QUIS Conference ; Conference date: 01-06-2004",

}

Nazifi, A, El-Manstrly, D & Gelbrich, K 2019, 'Customers' reactions to intentional service failures' QUIS Conference, Karlstad, Sweden, 1/06/04, .

Customers' reactions to intentional service failures. / Nazifi, Amin; El-Manstrly, Dahlia; Gelbrich, Katja.

2019. Abstract from QUIS Conference, Karlstad, Sweden.

Research output: Contribution to conferenceAbstract

TY - CONF

T1 - Customers' reactions to intentional service failures

AU - Nazifi, Amin

AU - El-Manstrly, Dahlia

AU - Gelbrich, Katja

PY - 2019/6/10

Y1 - 2019/6/10

N2 - This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.

AB - This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.

KW - failure intentionality

KW - perceived motive

KW - failure reversibility

KW - service recovery

UR - https://www.kau.se/ctf/quis16-2019

M3 - Abstract

ER -

Nazifi A, El-Manstrly D, Gelbrich K. Customers' reactions to intentional service failures. 2019. Abstract from QUIS Conference, Karlstad, Sweden.