role of emotions and perceived control in the recovery strategy of service companies

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dc.contributor.authorKolos, Krisztina
dc.contributor.authorKenesei, Zsófia
dc.date.accessioned2021-06-28T11:16:40Z
dc.date.available2021-06-28T11:16:40Z
dc.date.issued2009-09-30
dc.description.abstractThe purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.en
dc.formatapplication/pdf
dc.identifier.citationApplied Studies in Agribusiness and Commerce, Vol. 3 No. 3-4 (2009) , 65-68
dc.identifier.doihttps://doi.org/10.19041/APSTRACT/2009/3-4/14
dc.identifier.eissn1789-7874
dc.identifier.issn1789-221X
dc.identifier.issue3-4
dc.identifier.jatitleAPSTRACT
dc.identifier.jtitleApplied Studies in Agribusiness and Commerce
dc.identifier.urihttps://hdl.handle.net/2437/317902en
dc.identifier.volume3
dc.languageen
dc.relationhttps://ojs.lib.unideb.hu/apstract/article/view/7515
dc.rights.accessOpen Access
dc.rights.ownerUniversity of Debrecen, Faculty of Economics and Business, Hungary
dc.subjectservice recoveryen
dc.subjectjustice theoryen
dc.subjectservice failureen
dc.subjectcustomer satisfactionen
dc.titlerole of emotions and perceived control in the recovery strategy of service companiesen
dc.typefolyóiratcikkhu
dc.typearticleen
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