Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context
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DOI: 10.1108/josm-09-2018-0299
Abstract: This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also examines how an apology should be delivered to generate PFR.,In Study 1,… read more here.
Keywords: apology; coping behaviors; consumers coping; pfr ... See more keywords