Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery

• Published in: Journal of business research Vol. 86; pp. 109 - 118
• Main Authors: Balaji, M.S., Jha, Subhash, Sengupta, Aditi Sarkar, Krishnan, Balaji C.
• Format: Journal Article
• Language: English
• Published: Elsevier Inc 01.05.2018
• Subjects: Customer participation; Cynicism; Negative inferred motive; Perceived justice; Satisfaction; Service recovery; Service recovery; Perceived justice; Cynicism; Negative inferred motive; Satisfaction; Customer participation

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...