Browsing Brage INN by Author "Arsenovic, Jasenko"
Now showing items 1-3 of 3
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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; Keyser, Arne; Edvardsson, Bo Åke; Tronvoll, Bård; Gruber, Thorsten (Journal article, 2021-06-01)Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to ... -
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
Arsenovic, Jasenko; Otterbring, Anders Emil Tobias; Trondvoll, Bård; Edvardsson, Bo (Peer reviewed; Journal article, 2022)As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic ... -
Moving Toward Collaborative Service Recovery A Multiactor Orientation
Arsenovic, Jasenko; Edvardsson, Bo Åke; Tronvoll, Bård (Journal article; Peer reviewed, 2019)Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed ...