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Keywords: Service failures
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Journal Articles
The effects of brand relationships on justice perceptions in service recovery
Available to PurchaseCid Gonçalves Filho, Kip Kiefer, Marc Fetscherin, Alexander Blandina, Marcelo Nacif Rocha, Plínio Rafael Reis Monteiro
Journal:
Journal of Consumer Marketing
Journal of Consumer Marketing (2023) 40 (3): 315–327.
Published: 20 January 2023
... 24 03 2022 30 08 2022 31 12 2022 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Consumer brand relationship Brand relationship Justice theory Service failures Service recovery Automotive industry The effects of strong...
Journal Articles
An experimental investigation of the role of face in service failure and recovery encounters
Available to Purchase
Journal:
Journal of Consumer Marketing
Journal of Consumer Marketing (2010) 27 (7): 584–593.
Published: 02 November 2010
...Jiangang Du; Xiucheng Fan; Tianjun Feng Purpose The concept of face has been deeply embedded in Chinese culture. This paper aims to examine the role of face in service failure and recovery encounters, and to explore the factors that influence customer emotions, recovery satisfaction and behavioral...
