Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery
This study examines the role of consumer cynicism in service recovery, specifically the process through which cynicism influences customer satisfaction. This study also investigates the role of customer participation in the recovery process when alleviating outcomes among cynical customers. Across o...
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Published in | Journal of business research Vol. 86; pp. 109 - 118 |
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Main Authors | , , , |
Format | Journal Article |
Language | English |
Published |
Elsevier Inc
01.05.2018
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Subjects | |
Online Access | Get full text |
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