When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

Material TypeArticleLanguageEnglish
TitleWhen do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation Author(S)Jeff Jorireman (Author)
Abstract  The present research develops and tests a theory explaining how customers respond to failed service recoveries (i.e., double deviations). This work offers three novel and important conclusions. First, inferences about a firm's motive (negative vs. positive) mediate the impact of perceptions of the double deviation (i.e., severity, blame ...Paginationp315-337
SubjectCommerceDescriptorsRetail trade
Journal TitleJournal of Retailing  
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