Customers' reactions to intentional service failures: 16th International Research Symposium on Advancing Service Research and Practice (2019)

Amin Nazifi; Dahlia El-Manstrly; Katja Gelbrich

Customers' reactions to intentional service failures: 16th International Research Symposium on Advancing Service Research and Practice (2019)

Amin Nazifi, Dahlia El-Manstrly, Katja Gelbrich

Marketing

Research output: Contribution to conference (unpublished) › Paper › peer-review

Abstract

This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.

Original language	English
Publication status	Published - 10 Jun 2019

Keywords

failure intentionality
perceived motive
failure reversibility
service recovery

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https://www.kau.se/ctf/quis16-2019

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title = "Customers' reactions to intentional service failures: 16th International Research Symposium on Advancing Service Research and Practice (2019)",

abstract = "This paper will examine the important role of failure intentionality in influencing customers{\textquoteright} reactions to service recovery using three experiments.",

keywords = "failure intentionality, perceived motive, failure reversibility, service recovery",

author = "Amin Nazifi and Dahlia El-Manstrly and Katja Gelbrich",

year = "2019",

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TY - CONF

T1 - Customers' reactions to intentional service failures

T2 - 16th International Research Symposium on Advancing Service Research and Practice (2019)

AU - Nazifi, Amin

AU - El-Manstrly, Dahlia

AU - Gelbrich, Katja

PY - 2019/6/10

Y1 - 2019/6/10

N2 - This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.

AB - This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.

KW - failure intentionality

KW - perceived motive

KW - failure reversibility

KW - service recovery

M3 - Paper

ER -

Customers' reactions to intentional service failures: 16th International Research Symposium on Advancing Service Research and Practice (2019)

Abstract

Keywords

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