Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction
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DOI: 10.1007/s11002-020-09522-y
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- Fehr, Ryan & Gelfand, Michele J., 2010. "When apologies work: How matching apology components to victims' self-construals facilitates forgiveness," Organizational Behavior and Human Decision Processes, Elsevier, vol. 113(1), pages 37-50, September.
- Holger Roschk & Susanne Kaiser, 2013. "The nature of an apology: An experimental study on how to apologize after a service failure," Marketing Letters, Springer, vol. 24(3), pages 293-309, September.
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- Basil Halperin & Benjamin Ho & John A List & Ian Muir, 2022.
"Toward An Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment,"
The Economic Journal, Royal Economic Society, vol. 132(641), pages 273-298.
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- Basil Halperin & Benjamin Ho & John A. List & Ian Muir, 2019. "Toward an Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment," NBER Working Papers 25676, National Bureau of Economic Research, Inc.
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Cited by:
- Barbara Duffek & Andreas B. Eisingerich & Omar Merlo, 2023. "Why so toxic? A framework for exploring customer toxicity," AMS Review, Springer;Academy of Marketing Science, vol. 13(1), pages 122-143, June.
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Keywords
Apology; Timing; Service failure and recovery; Customer satisfaction;All these keywords.
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