Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure
Contrasting existing literature, we reveal that customer participation in service recovery, may result in negative outcomes. We test different tactics to alleviate this effect: granting compensation, apology, or “Thank you.” Introducing the construct of gratitude into the service recovery literature, we disclose its potential to redress customers for their participation.
Citation:
Nicola Bilstein, Shashi Matta, and Jens Hogreve (2016) ,"Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure", in NA - Advances in Consumer Research Volume 44, eds. Page Moreau, Stefano Puntoni, and , Duluth, MN : Association for Consumer Research, Pages: 65-69.
Authors
Nicola Bilstein, Catholic University of Eichstaett-Ingolstadt, Germany
Shashi Matta, Ohio State University, USA
Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
Volume
NA - Advances in Consumer Research Volume 44 | 2016
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