Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective

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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...

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Bibliographic Details
Main Authors:	Chen, Tong, Ma, Ke, Bian, Xuemei, Zheng, Chundong, Devlin, James
Format:	Article
Published:	Elsevier 2018
Subjects:	Service failure Moral judgment Recovery magnitude Expected recovery High recovery Recovery performance
Online Access:	https://eprints.nottingham.ac.uk/46768/

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