Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness

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Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness

The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2-service recovery (manipulated: apology vs. economic) × 2-self-construal (median: independent vs. interdependent) between-subject experiment was conducted with 164 subjec...

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Bibliographic Details
Main Authors:	Cheng, Eugene Xi Aw, Hui, Stephanie Wen Chuah, Sabri, Mohamad Fazli, Chong, Han Xi
Format:	Article
Published:	Inderscience 2022
Online Access:	http://psasir.upm.edu.my/id/eprint/102627/

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