Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction
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References listed on IDEAS
- Holger Roschk & Susanne Kaiser, 2013. "The nature of an apology: An experimental study on how to apologize after a service failure," Marketing Letters, Springer, vol. 24(3), pages 293-309, September.
- Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Oxford University Press, vol. 37(2), pages 197-206, August.
- Moon, Youngme, 2000. "Intimate Exchanges: Using Computers to Elicit Self-Disclosure from Consumers," Journal of Consumer Research, Oxford University Press, vol. 26(4), pages 323-339, March.
- Basil Halperin & Benjamin Ho & John List & Ian Muir, 2018.
"Toward an understanding of the economics of apologies: evidence from a large-scale natural field experiment,"
Natural Field Experiments
00644, The Field Experiments Website.
- Basil Halperin & Benjamin Ho & John A. List & Ian Muir, 2019. "Toward an Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment," NBER Working Papers 25676, National Bureau of Economic Research, Inc.
More about this item
KeywordsApology; Timing; Service failure and recovery; Customer satisfaction;
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