Mitigating the negative effects of service failure through customer identification

Author:

Song Jiaqi (Flora)1ORCID,Huang Jiexian (Chloe)2ORCID,Jiang Yuwei3ORCID

Affiliation:

1. Management School University of Liverpool Liverpool UK

2. Business School Newcastle University Newcastle upon Tyne UK

3. Faculty of Business Hong Kong Polytechnic University Hong Kong

Publisher

Wiley

Subject

Marketing,Applied Psychology

Reference88 articles.

1. Adam S.(2014).Feeling less than human: Exploring the causes and consequences of dehumanisation from the target's perspective[Unpublished PhD thesis]. Macquarie University.

2. Numerosity and consumer behavior;Adaval R.;Journal of Consumer Research,2013

3. Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products

4. Personal contact, individuation, and the better-than-average effect.

5. Deflecting negative self-relevant stereotype activation: The effects of individuation

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