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| Tekijä: | Wu, C. Weng, Y-C. |
| Otsikko: | The effects of regulatory focus on service recovery programs |
| Lehti: | Journal of international marketing and marketing research
2009 : FEB, VOL. 34:1, p. 45-60 |
| Asiasana: | customers service compensation |
| Vapaa asiasana: | failure recovery |
| Kieli: | eng |
| Tiivistelmä: | This article examines the satisfaction level of customers with different regulatory goal orientation toward service programs. The study proposed that with respect to recovery programs that are different in the degree of compensation they offer, promotion-oriented customers would always have a lower satisfaction level than prevention oriented customers. The reaction of prevention-oriented customers would not be significantly different, whereas the reaction of promotion-oriented customers would be with respect to two service recovery programs that are different in type but are evaluated objectively by the majority of customers to be equal in the degree of compensation. |
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