Proactive Service Recovery Performance in Emerging (vs. Developed) Market-Based Firms: The Role of Clients’ Cultural Orientation

Proactive Service Recovery Performance in Emerging (vs. Developed) Market-Based Firms: The Role of Clients’ Cultural Orientation

Though service recovery plays a key role in industrial clients’ post-recovery supplier evaluations, the impact of customers’ cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier’s recovery efforts before clients notice/complain) remains tenuous, part...

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Bibliographic Details
Main Authors: Naghmeh Nik Bakhsh, Linda D. Hollebeek, Iivi Riivits-Arkonsuo, Moira K. Clark, Ramunas Casas
Format: Article
Language:English
Published: Vilnius University Press 2023-07-01
Series:Organizations and Markets in Emerging Economies
Subjects:
proactive service recovery
emerging markets
cultural orientation
perceived justice
relationship quality
scenario-based experiment
Online Access:https://www.zurnalai.vu.lt/omee/article/view/29548

Internet

https://www.zurnalai.vu.lt/omee/article/view/29548

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