Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective
In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies reveal that consumers' response to recovery a...
| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Elsevier
2018
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| Subjects: | |
| Online Access: | https://eprints.nottingham.ac.uk/46768/ |