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

Amin Nazifi, Dahlia El-Manstrly, Katja Gelbrich

    Research output: Contribution to conference (unpublished)Paperpeer-review

    Abstract

    This paper will examine the important role of failure intentionality in influencing customers’ reactions to service recovery using three experiments.
    Original languageEnglish
    Publication statusPublished - 10 Jun 2019

    Keywords

    • failure intentionality
    • perceived motive
    • failure reversibility
    • service recovery

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