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Keywords: Apology
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Journal Articles
Toward a theory of corporate apology: mechanisms, contingencies, and strategies
Available to PurchaseWei Shao, Jordan W. Moffett, Sara Quach, Jiraporn Surachartkumtonkun, Park Thaichon, Scott K. Weaven, Robert W. Palmatier
Journal:
European Journal of Marketing
European Journal of Marketing (2022) 56 (12): 3418–3452.
Published: 10 October 2022
...Wei Shao; Jordan W. Moffett; Sara Quach; Jiraporn Surachartkumtonkun; Park Thaichon; Scott K. Weaven; Robert W. Palmatier Purpose Corporate apologies, relative to other responses to well-publicized past transgressions, have distinct implications, sparking a rich tradition of apology research...
Journal Articles
How psychologically entitled shoppers respond to service recovery apologies
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2018) 52 (9-10): 2173–2190.
Published: 21 September 2018
...Brett Martin; Carolyn Strong; Peter O’Connor Purpose This paper aims to examine how a shopper’s level of psychological entitlement influences how consumers respond to different types of apology by a service provider. Design/methodology/approach Two experiments were performed. Study 1 tests...
