Effects of Implicit Theories on Customers’ Satisfaction With Service Recovery: the Value of Process

Three studies examine how implicit theories impact customers’ satisfaction with service recovery. We find that, compared to entity theorists, incremental theorists express higher satisfaction and are more likely to revisit the firm when the recovery is high in interactional justice, regardless of whether or not an appealing compensation is provided.



Citation:

Xiaoyan Liu, Shaobo Li, and Elison Lim (2017) ,"Effects of Implicit Theories on Customers’ Satisfaction With Service Recovery: the Value of Process", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 1075-1075.

Authors

Xiaoyan Liu, Southwestern University of Finance and Economics, China
Shaobo Li, Nanyang Technological University, Singapore
Elison Lim, Nanyang Technological University, Singapore



Volume

NA - Advances in Consumer Research Volume 45 | 2017



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