Gamification and its role in service recovery

Amin Nazifi; Holger  Roschk; Alan Wilson

Abstract

A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivière et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context.

Original language	English
Number of pages	1
Publication status	Accepted/In press - 16 Jan 2020
Event	Frontiers in Service 2020 - Babson College in Babson Park, Boston, United States Duration: 25 Jun 2020 → 28 Jun 2020 https://www.frontiersinservice.com/

Conference

Conference	Frontiers in Service 2020
Country/Territory	United States
City	Boston
Period	25/06/20 → 28/06/20
Internet address	https://www.frontiersinservice.com/

Keywords

service recovery
gamification
negative word of mouth
perceived justice
cognitive neoassociation theory

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Nazifi-etal-2020-FIS-Gamification-and-its-role-in-serviceAccepted author manuscript, 184 KB

Cite this

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title = "Gamification and its role in service recovery",

abstract = "A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivi{\`e}re et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context. ",

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author = "Amin Nazifi and Holger Roschk and Alan Wilson",

year = "2020",

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AU - Nazifi, Amin

AU - Roschk, Holger

AU - Wilson, Alan

PY - 2020/1/16

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N2 - A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivière et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context.

AB - A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivière et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context.

KW - service recovery

KW - gamification

KW - negative word of mouth

KW - perceived justice

KW - cognitive neoassociation theory

UR - https://www.servsig.org/wordpress/2019/08/frontiers-in-service-2020/

M3 - Abstract

T2 - Frontiers in Service 2020

Y2 - 25 June 2020 through 28 June 2020

ER -

Gamification and its role in service recovery

Abstract

Conference

Keywords

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An Empirical Examination of the Effectiveness of Gamification in a Service Recovery Context

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Gamification and its role in service recovery

Abstract

Conference

Keywords

Access to Document

Other files and links

Fingerprint

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An Empirical Examination of the Effectiveness of Gamification in a Service Recovery Context

Cite this