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The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects

Nathalie Kron, Jesper Björkman, Peter Ek, Micael Pihlgren, Hanan Mazraeh, Benny Berggren, Patrik Sörqvist

Journal of Service Theory and Practice (2023) 33 (7): 73–93.

https://doi.org/10.1108/JSTP-02-2023-0029

Published: 25 August 2023

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