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Money for Nothing :
Money for Nothing : The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters
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- Arsenovic, Jasenko (författare)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Handelshögskolan (from 2013),SDA Bocconi, Milan, Italy
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- Edvardsson, Bo, 1952- (författare)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Handelshögskolan (from 2013),Service Research Centre, Karlstad University, Karlstad, Sweden; 4 5 SDA Bocconi, Milan, Italy Service Research Centre, Karlstad University, Karlstad, Sweden Inland Norway University of Applied Science, Elverum, Norway
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- Otterbring, Tobias, 1985- (författare)
- Department of Management, University of Agder, Kristiansand, Norway; Institute of Retail Economics, Regeringsgatan 60, 103 29 Stockholm, Sweden,University of Agder, NOR; Institute of Retail Economics, SWE
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- Tronvoll, Bård, 1964- (författare)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Service Research Centre, Karlstad University, Karlstad, Sweden; 4 5 SDA Bocconi, Milan, Italy Service Research Centre, Karlstad University, Karlstad, Sweden; Inland Norway University of Applied Science, Elverum, Norway
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(creator_code:org_t)
- 2022-01-22
- 2022
- Engelska.
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Ingår i: Marketing letters. - : Springer Science and Business Media LLC. - 0923-0645 .- 1573-059X. ; 34:1, s. 69-82
- Relaterad länk:
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https://liu.diva-por... (primary) (Raw object)
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https://link.springe...
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https://doi.org/10.1...
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https://kau.diva-por... (primary) (Raw object)
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
Stäng
- As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. How- ever, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., tell- ing others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is nec- essary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Compensation
- Collaboration
- Bad-Mouthing Behavior
- Service Recovery
- Service Failure
- Complaint Management
- Business Administration
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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