Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: Journal of Services Marketing 29 (2015) 5, pp. 331-343
Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to … responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation … when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit …
