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Guarantee or inoculate? : ex ante messages against service failures

Ma, Ke; Sun, Weizheng - In: Asia Pacific journal of marketing and logistics 36 (2024) 11, pp. 3081-3098

Persistent link: https://www.econbiz.de/10015210864

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

Chen, Tong; Ma, Ke; Bian, Xuemei; Zheng, Chundong; … - In: Journal of business research : JBR 82 (2018), pp. 1-9

Persistent link: https://www.econbiz.de/10011771721

How to make consumers tolerate robotic service failures

Zheng, Chundong; Liu, Shuqin; Zhao, Lingyu; Ma, Ke; … - 2025

Persistent link: https://www.econbiz.de/10015358900

The effect of inoculation messages on service recovery

Ma, Ke; Qian, Si - In: Marketing intelligence & planning 40 (2022) 6, pp. 710-723

Persistent link: https://www.econbiz.de/10013393518

Guarantee or inoculate? Ex ante messages against service failures

Ma, Ke; Sun, Weizheng - In: Asia Pacific Journal of Marketing and Logistics 36 (2024) 11, pp. 3081-3098

Purpose While many studies have focused on the effectiveness of service recovery after encountering service failure, few have considered for pre-recovery opportunities. Drawing on service guarantee research and the inoculation theory, this study examines the effect of pre-recovery strategy on...

Persistent link: https://www.econbiz.de/10015340932