Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective

In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies reveal that consumers' response to recovery a...

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Bibliographic Details
Published in:Journal of business research 2018-01, Vol.82, p.1-9
Main Authors: Chen, Tong, Ma, Ke, Bian, Xuemei, Zheng, Chundong, Devlin, James
Format: Article
Language:English
Subjects:
Expected recovery
High recovery
Mail receiving and forwarding services
Moral judgment
Recovery magnitude
Recovery performance
Service failure
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