No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations

•Humor in service failure situations allows customers to get rid of their anger.•Humor turns out to be a method of service recovery when considered funny.•Humor provides a feeling of relief which facilitates subsequent cognitive assessments. Several psychological studies indicate that, in certain si...

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Veröffentlicht in:	Journal of business research 2021-08, Vol.132, p.260-269
Hauptverfasser:	Kobel, Sarah, Groeppel-Klein, Andrea
Format:	Artikel
Sprache:	eng
Schlagworte:	Analysis Humor Leniency Relief Service encounter Service failure Service recovery Tool industry Wit and humor
Online-Zugang:	Volltext
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