Projects per year
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 |
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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 |
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Country | United States |
City | Boston |
Period | 25/06/20 → 28/06/20 |
Internet address |
Keywords
- service recovery
- gamification
- negative word of mouth
- perceived justice
- cognitive neoassociation theory
Fingerprint Dive into the research topics of 'Gamification and its role in service recovery'. Together they form a unique fingerprint.
Projects
- 1 Finished
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An Empirical Examination of the Effectiveness of Gamification in a Service Recovery Context
10/02/20 → 4/10/20
Project: Research