A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivière et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context.
|Publication status||Published - 16 Jan 2020|
- service recovery
- negative word of mouth
- perceived justice
- cognitive neoassociation theory