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.
Original languageEnglish
Publication statusPublished - 10 Jun 2019
Event16th International Research Symposium on Advancing Service Research and Practice (2019) - Karlstad, Sweden
Duration: 10 Jun 201913 Jun 2019
https://www.kau.se/ctf/quis16-2019

Conference

Conference16th International Research Symposium on Advancing Service Research and Practice (2019)
CountrySweden
CityKarlstad
Period10/06/1913/06/19
Internet address

Keywords

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

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  • Cite this

    Nazifi, A., El-Manstrly, D., & Gelbrich, K. (2019). Customers' reactions to intentional service failures. Abstract from 16th International Research Symposium on Advancing Service Research and Practice (2019), Karlstad, Sweden.