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

Article English OPEN
Chen, Tong.; Ma, Ke.; Bian, Xuemei.; Zheng, Chundong.; Devlin, James.;
(2018)
  • Publisher: Elsevier
  • Related identifiers: doi: 10.1016/j.jbusres.2017.08.025
  • Subject: Service failure, Moral judgment, Recovery magnitude, Expected recovery, High recovery, Recovery performance | N100
    mesheuropmc: humanities

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 consumer... View more
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