Gamification and its role in service recovery

Amin Nazifi, Holger Roschk, Alan Wilson

Research output: Contribution to conferenceAbstract

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 languageEnglish
Number of pages1
Publication statusAccepted/In press - 16 Jan 2020
EventFrontiers in Service 2020 - Babson College in Babson Park, Boston, United States
Duration: 25 Jun 202028 Jun 2020
https://www.frontiersinservice.com/

Conference

ConferenceFrontiers in Service 2020
CountryUnited States
CityBoston
Period25/06/2028/06/20
Internet address

Keywords

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

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    Nazifi, A., Roschk, H., & Wilson, A. (Accepted/In press). Gamification and its role in service recovery. Abstract from Frontiers in Service 2020, Boston, United States.