Customers' reactions to intentional service failures

Amin Nazifi, Dahlia El-Manstrly, Katja Gelbrich

Research output: Contribution to conference › Abstract › peer-review

Abstract

This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.
Original languageEnglish
Publication statusPublished - 10 Jun 2019
Event16th International Research Symposium on Advancing Service Research and Practice (2019) - Karlstad, Sweden
Duration: 10 Jun 2019 → 13 Jun 2019
https://www.kau.se/ctf/quis16-2019

Conference

Conference16th International Research Symposium on Advancing Service Research and Practice (2019)
Country/TerritorySweden
CityKarlstad
Period10/06/19 → 13/06/19
Internet address

Keywords

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

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  • Examining Customers' Reactions to Intentional Failures

    Nazifi, A. (Academic), El-Manstrly, D. (Academic), Gelbrich, K. (Academic), Roschk, H. (Academic), Marder, B. (Academic), Tregear, A. (Academic), Auxtova , K. (Academic) & Ordenes‬, F. V. (Academic)

    1/09/13 → …

    Project: Non-funded project

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