I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy
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DOI: 10.1080/10696679.2019.1644958
Abstract: Despite rapid growth of the sharing economy, little is known about consumers’ reactions when sharing services fail. Drawing on attribution theory, in three studies we show that consumers forgive such service failures varyingly, depending on… read more here.
Keywords: service failures; forgive forgive; forgive firm; service ... See more keywords