Tailoring service recovery messages to consumers’ affective states

Volume: 54, Issue: 7, Pages: 1675 - 1702
Published: May 18, 2020
Abstract
Purpose This study aims to propose that providers should tailor recovery responses to consumers’ emotional states to improve evaluations and behavioral intentions. Design/methodology/approach A multi-study approach comprising field and lab data was used. The field study, conducted on the Boston public transport network during a weather crisis, sought to determine how a provider should deliver their recovery response to match the consumer’s...
Paper Details
Title
Tailoring service recovery messages to consumers’ affective states
Published Date
May 18, 2020
Volume
54
Issue
7
Pages
1675 - 1702
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