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Keywords: Message framing
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Journal Articles
The impact of perceived crowding on customers’ desire for revenge in service failure situations and its underlying mechanisms
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Journal:
Journal of Services Marketing
Journal of Services Marketing 1–17.
Published: 12 March 2026
... and moral disengagement, as well as their serial mediation. In addition, the study reveals that the message framing (self-focused vs other-focused) in service recovery communication moderates the relationship between perceived crowding and desire for revenge. Specifically, self-focused framing reduces...
Includes: Supplementary data
