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	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

Access to Document

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

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

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1 Finished

An Empirical Examination of the Effectiveness of Gamification in a Service Recovery Context
Nazifi, A. & Wilson, A.
Academy of Marketing
10/02/20 → 4/10/20
Project: Research

Cite this

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