Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness
The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2-service recovery (manipulated: apology vs. economic) × 2-self-construal (median: independent vs. interdependent) between-subject experiment was conducted with 164 subjec...
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| Format: | Article |
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Inderscience
2022
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