The Role of Emotions and Relationship Quality in Service Failure and Recovery
This paper examines take the concept of service failure and recovery from the consumer behavior area and takes into the business-to-business setting. Specifically, we look the role of emotions in both service failure and service recovery in business-to-business relationships. We also look at the moderating impact of relationship quality. We hypothesize that the quality of the relationship in industrial settings is a double-edged sword and that there are strategies on how to best respond to service failures.
Maureen Muller-Kahle and Mahesh Gopinath (2009) ,"The Role of Emotions and Relationship Quality in Service Failure and Recovery", in AP - Asia-Pacific Advances in Consumer Research Volume 8, eds. Sridhar Samu, Rajiv Vaidyanathan, and Dipankar Chakravarti, Duluth, MN : Association for Consumer Research, Pages: 373-373.
Maureen Muller-Kahle, Old Dominion University, USA
Mahesh Gopinath, Old Dominion University, USA
AP - Asia-Pacific Advances in Consumer Research Volume 8 | 2009
R1. How Consumers Deal With Brand Failure-An Individual Differences Approach
Melika Kordrostami, California State University-San Bernardino
Elika Kordrostami, Rowan University
A Slack-Based Account of Pain of Payment
Justin Pomerance, University of Colorado, USA
Nicholas Reinholtz, University of Colorado, USA
Q6. Online Social Status Predicts Subjective Well-being: a Two Population Study
Rui Du, University of Hawaii, USA
Miao Hu, University of Hawaii, USA