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Keywords: Severe service failure
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Journal Articles
Overcompensating for severe service failure: perceived fairness and effect on negative word‐of‐mouth intent
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Journal:
Journal of Services Marketing
Journal of Services Marketing (2012) 26 (5): 342–351.
Published: 27 July 2012
...Breffni M. Noone Purpose This study aims to examine the perceived fairness of overcompensation for severe service failures. The mediating effect of perceived fairness in the overcompensation‐negative word‐of‐mouth (NWOM) intent relationship is also explored. Design/methodology/approach...
