Tailoring service recovery messages to consumers’ affective states
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DOI: 10.1108/ejm-02-2019-0122
Abstract: Purpose This study aims to propose that providers should tailor recovery responses to consumers’ emotional states to improve evaluations and behavioral intentions. Design/methodology/approach A multi-study approach comprising field and lab data was used. The field… read more here.
Keywords: state; recovery; study; service ... See more keywords