Does delaying service-failure resolution ever make sense?
Abstract
Conventional wisdom suggests that service providers should respond to their failures as quickly as possible. Some research, however, points out that delaying resolutions may produce highly desirable results. The study here investigates these competing views by examining under which conditions an immediate or a delaying resolution produces more positive consumer responses in term of re-patronage and negative word-of-mouth intentions. Based on the...
Paper Details
Title
Does delaying service-failure resolution ever make sense?
Published Date
Feb 1, 2014
Journal
Volume
67
Issue
2
Pages
159 - 166
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History