The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery

Following service failure, there are two main forms of recovery—economic recovery and emotional recovery. Nonetheless, prior research has not examined the differential effects of these two forms of service recovery on consumer forgiveness nor their underlying mechanisms. The authors propose that the...

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Veröffentlicht in:	Journal of business research 2020-09, Vol.118, p.321-334
Hauptverfasser:	Wei, Chuang, Liu, Maggie Wenjing, Keh, Hean Tat
Format:	Artikel
Sprache:	eng
Schlagworte:	Business schools Consumer behavior Consumer forgiveness Empathy toward firms Mediation Perceived fairness Power Service failure Service recovery
Online-Zugang:	Volltext
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