Abstract
This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.
| Original language | English |
|---|---|
| Publication status | Published - 10 Jun 2019 |
| Event | 16th 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
| Conference | 16th International Research Symposium on Advancing Service Research and Practice (2019) |
|---|---|
| Country/Territory | Sweden |
| City | Karlstad |
| Period | 10/06/19 → 13/06/19 |
| Internet address |
Keywords
- failure intentionality
- perceived motive
- failure reversibility
- service recovery
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Dive into the research topics of 'Customers' reactions to intentional service failures'. Together they form a unique fingerprint.Projects
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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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