The Company Or the Crowd? the Impact of Customer-Led Service Recovery on Satisfaction
This research explores the impact of identity on service recovery satisfaction. Study 1 shows that when recovery fails, consumers prefer customer-provided solutions. Community connectedness mediates this effect. Study 2 shows that consumers’ pursuit of individualistic goals attenuates this effect. Study 3 proposes that increasing participants’ effort mitigates community connectedness’ effect.
Lan Jiang, Matt O'Hern, and Sara Bahnson (2012) ,"The Company Or the Crowd? the Impact of Customer-Led Service Recovery on Satisfaction ", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 1134-1134.
Lan Jiang, University of Oregon, USA
Matt O'Hern, University of Oregon, USA
Sara Bahnson, University of Oregon, USA
NA - Advances in Consumer Research Volume 40 | 2012
N2. The Devil Wears FAKE Prada: Dual Envy Theory Explains Why Consumers Intend to Purchase Non-Deceptive Luxury Counterfeits
Tanvi Gupta, Indian Institute of Management Bangalore
Preeti Krishnan Lyndem, Indian Institute of Management Bangalore
Perspectives on “What Can We Trust? Perceptions of, and Responses to, Fake Information” and the Changing Values of Information
Kristen Lane, University of Arizona, USA
Merrie Brucks, University of Arizona, USA
Exiting Etsy? When Collaboration Among Market Co-Creators Come Undone
daiane scaraboto, Pontificia Universidad Católica de Chile
Eileen Fischer, York University, Canada