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

• 主要な著者: Boo, Huey Chern, Matilla, Anna S., Tan, Ching Yeng
• フォーマット: 論文
• 言語: English
• 出版事項: Elsevier 2013
• オンライン･アクセス: 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...