Earning Consumer Forgiveness Through Service Recovery: Roles of Emotion, Money, and Power
This research aims to test how consumers respond to different service recovery strategies. With four studies, we propose and show that consumers would show more forgiveness when they receive emotional recovery than they received economic recovery. The effect is mediated by consumers’ empathy towards companies and moderated by consumer power.
Maggie Wenjing Liu, Chuang Wei, and Hean Tat Keh (2019) ,"Earning Consumer Forgiveness Through Service Recovery: Roles of Emotion, Money, and Power", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 748-749.
Maggie Wenjing Liu, Tsinghua University, China
Chuang Wei, Tsinghua University, China
Hean Tat Keh, Monash University, Australia
NA - Advances in Consumer Research Volume 47 | 2019
N9. Effects of Awe on Consumers’ Preferences for Bounded Brand Logos
Fei Cao, Renmin University of China
Xia Wang, Renmin University of China
When Disadvantage Is an Advantage: Benevolent Partiality in Consumer Donations
Gabriele Paolacci, Erasmus University Rotterdam, The Netherlands
Gizem Yalcin, Erasmus University Rotterdam, The Netherlands
Data-Driven Computational Brand Perception
Sudeep Bhatia, University of Pennsylvania, USA
Christopher Olivola, Carnegie Mellon University, USA