Improving the customer service experience of online brands: an examination of digital corporate apologies featuring pet images in response to service failures

Laura Lavertu; Ben Marder; Amin Nazifi; Kirsten Cowan

Improving the customer service experience of online brands: an examination of digital corporate apologies featuring pet images in response to service failures

Laura Lavertu, Ben Marder, Amin Nazifi, Kirsten Cowan

Marketing

Research output: Contribution to conference › Abstract › peer-review

Original language	English
Publication status	Published - 22 Apr 2024
Event	Global Brand Conference 2024: GBC 2024 - Edinburgh International Conference Centre, Edinburgh, United Kingdom Duration: 22 Apr 2024 → 24 Apr 2024

Conference

Conference	Global Brand Conference 2024
Country/Territory	United Kingdom
City	Edinburgh
Period	22/04/24 → 24/04/24

Keywords

pets
service failure
service recovery
failure severity

Cite this

@conference{a6860f38417b4eb4996cafccbfb2578b,

title = "Improving the customer service experience of online brands: an examination of digital corporate apologies featuring pet images in response to service failures",

keywords = "pets, service failure, service recovery, failure severity",

author = "Laura Lavertu and Ben Marder and Amin Nazifi and Kirsten Cowan",

year = "2024",

month = apr,

day = "22",

language = "English",

note = "Global Brand Conference 2024 : GBC 2024 ; Conference date: 22-04-2024 Through 24-04-2024",

}