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Keywords: Mediation
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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
... the hypotheses that entitled shoppers prefer empathy apologies to norm violation apologies and that this effect is mediated by disgust and anger. Study 2 tests whether relative superiority apologies are more effective. Findings Study 1 shows that entitled shoppers prefer empathy apologies. Mediation analysis...
