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Journal Articles

Do switching costs buffer the effects of pre-recovery negative emotions on customers’ personal interaction with employees?

George Skourtis, Ioannis Assiouras, Jeff Joireman, Elif Karaosmanoglu
Journal: European Business Review
European Business Review (2025) 37 (5): 794–809.
https://doi.org/10.1108/EBR-12-2024-0402
Published: 01 May 2025
... Politeness Courtesy This research was partly funded by the Center of Excellence in Food, Tourism and Leisure (CoEFTL), which is part of The American College of Greece. The pre-recovery phase represents the period between service failure recognition and the first interaction between customers...
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