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dc.contributor.authorArsenovic, Jasenko
dc.contributor.authorOtterbring, Anders Emil Tobias
dc.contributor.authorTrondvoll, Bård
dc.contributor.authorEdvardsson, Bo
dc.date.accessioned2022-08-02T08:46:49Z
dc.date.available2022-08-02T08:46:49Z
dc.date.created2022-01-27T11:04:27Z
dc.date.issued2022
dc.identifier.citationMarketing letters. 2022en_US
dc.identifier.issn0923-0645
dc.identifier.urihttps://hdl.handle.net/11250/3009731
dc.description.abstractAs 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 remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is necessary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.en_US
dc.language.isoengen_US
dc.rightsNavngivelse 4.0 Internasjonal*
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/deed.no*
dc.subjectCompensationen_US
dc.subjectCollaborationen_US
dc.subjectBad-Mouthing Behavioren_US
dc.subjectService Recoveryen_US
dc.subjectService Failureen_US
dc.subjectComplaint Managementen_US
dc.titleMoney for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.en_US
dc.title.alternativeMoney for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.en_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.description.versionpublishedVersionen_US
dc.subject.nsiVDP::Samfunnsvitenskap: 200en_US
dc.source.pagenumber14en_US
dc.source.journalMarketing lettersen_US
dc.identifier.doi10.1007/s11002-021-09611-6
dc.identifier.cristin1991104
cristin.ispublishedtrue
cristin.fulltextoriginal
cristin.qualitycode1


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