Blar i Artikkel - fagfellevurdert vitenskapelig / Articles - peer-reviewed på tidsskrift "Marketing letters"
Viser treff 1-1 av 1
-
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
(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 ...