Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender.

• المؤلفون الرئيسيون: Boo, Huey Chern, Matilla, Anna S., Tan, Ching Yeng
• التنسيق: مقال
• اللغة: English
• منشور في: Elsevier 2013
• الوصول للمادة أونلاين: http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf; http://psasir.upm.edu.my/id/eprint/30510/

This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect compani...