Service Recovery: a Status Perspective

Status differences are pervasive in social systems and in customer loyalty programs. We investigate how consumers with varying levels of status respond to individualized and standardized recovery following a service failure. The findings reveal the moderating role of status in firm-customer relationships and provide guidance for firms’ service recovery practices.



Citation:

Zhi Lu, Anna Mattila, and Lisa E. Bolton (2013) ,"Service Recovery: a Status Perspective", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research, Pages: .

Authors

Zhi Lu, The Pennsylvania State University, USA
Anna Mattila, The Pennsylvania State University, USA
Lisa E. Bolton, Pennsylvania State University, USA



Volume

NA - Advances in Consumer Research Volume 41 | 2013



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