Role of downward versus upward social comparison in service recovery: Testing a mediated moderation model with two empirical studies

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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...

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Bibliographic Details
Main Authors:	Chen, Ke, Wu, Zhan, Sharma, Piyush
Format:	Journal Article
Published:	Elsevier 2023
Online Access:	http://hdl.handle.net/20.500.11937/92621

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