Is service recovery of equal importance for private vs public complainers?
Author:
Publisher
Elsevier BV
Subject
Marketing
Reference36 articles.
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1. First impressions vs. The Peak-End Rule: Episodic evaluations in a service experience and the moderating effect of retrospective delay;Journal of Business Research;2024-12
2. Do Recovery Efforts Have the Same Impact on Private and Public Complainants After Experiencing a Service Failure?;Public Integrity;2024-06-17
3. Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology;Journal of Service Theory and Practice;2024-05-17
4. Brand warmth elicits feedback, not complaints;Journal of the Academy of Marketing Science;2024-03-01
5. Service recovery types on customer forgiveness: a moderated moderation model of promotions and customer type;Asia Pacific Journal of Tourism Research;2023-12-28
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