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 and Patrik Sörqvist
| Year of publication: |
2023
|
|---|---|
| Authors: | Korn, Nathalie ; Björkman, Jesper ; Ek, Peter ; Pihlgren, Micael ; Mazraeh, Hanan ; Berggren, Benny ; Sörqvist, Patrik |
| Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 7, p. 73-93
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| Subject: | Service recovery | Service failure | Compensation | Customer satisfaction | Demand-what-you-want | Anchoring effect | Precision effect | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-02-2023-0029 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014448174