Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective

Tong Chen, Ke Ma, Xuemei Bian, Chundong Zheng, James Devlin

Year of publication:	January 2018
Authors:	Chen, Tong ; Ma, Ke ; Bian, Xuemei ; Zheng, Chundong ; Devlin, James
Published in:	Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 82.2018, p. 1-9
Subject:	Service failure \| Moral judgment \| Recovery magnitude \| Expected recovery \| High recovery \| Recovery performance \| Beschwerdemanagement \| Complaint management \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Ethik \| Ethics \| Konjunktur \| Business cycle

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