Tailoring service recovery messages to consumers’ affective states
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
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History