The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery
Author:
Affiliation:
1. Friedrich-Schiller University of Jena, Jena, Germany
2. Copenhagen Business School, Frederiksberg, Denmark
3. University of Alabama, Tuscaloosa, AL, USA
Abstract
Publisher
SAGE Publications
Subject
Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems
Link
http://journals.sagepub.com/doi/pdf/10.1177/1094670518802059
Reference46 articles.
1. Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes
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3. Social media, reputation risk and ambient publicity management
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5. Managing Complaints to Improve Customer Profitability
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