Role of downward versus upward social comparison in service recovery: Testing a mediated moderation model with two empirical studies
This paper extends prior research into the role of social comparison in service recovery by investigating the role of both downward and upward social comparison. Social comparison theory and attribution theory are applied to explore the differences in how upward and downward inter-customer compariso...
| Main Authors: | , , |
|---|---|
| Format: | Journal Article |
| Published: |
Elsevier
2023
|
| Online Access: | http://hdl.handle.net/20.500.11937/92621 |