Interactive Effects of Proactive and Reactive Service Recovery Strategies: The Case of Rapport and Compensation1

Researchers have recently investigated the efficacy of different strategies for recovery from service failure. This paper reports 2 studies that test the effects of a reactive (compensation) and a proactive recovery strategy (establishing prior rapport between service provider and customer). These s...

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Veröffentlicht in:	Journal of applied social psychology 2007-11, Vol.37 (11), p.2496-2517
Hauptverfasser:	Worsfold, Kate, Worsfold, Jennifer, Bradley, Graham
Format:	Artikel
Sprache:	eng
Schlagworte:	Compensation Studies
Online-Zugang:	Volltext
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