Browsing Administration by Journals "Marketing letters"
Now showing items 1-1 of 1
-
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
(Peer reviewed; Journal article, 2022)As one of the retailer’s most potent recovery tactics to ofset disgruntled customers, frms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the efectiveness of this tactic ...