Guilt no longer a sin: the effect of guilt in the service recovery paradox

Volume: 25, Issue: 6, Pages: 836 - 853
Published: Nov 9, 2015
Abstract
Purpose – Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However, thus far there has been little research on the cause of this phenomenon. Accordingly, the purpose of this paper is to explore the effect of “guilt” emotions in the context of consumer service....
Paper Details
Title
Guilt no longer a sin: the effect of guilt in the service recovery paradox
Published Date
Nov 9, 2015
Volume
25
Issue
6
Pages
836 - 853
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