Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective
(2017)
Journal Article
Chen, T., Ma, K., Bian, X., Zheng, C., & Devlin, J. (2018). Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective. Journal of Business Research, 82, 1-9. https://doi.org/10.1016/j.jbusres.2017.08.025
© 2017 Elsevier Inc. 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 fin... Read More about Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective.