Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters - Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; Tronvoll, Bård (Marketing letters, 2023)
Keywords: Bad-Mouthing Behavior; Behavior; Business and Management; Collaboration; Compensation; Complaint Management; Customer satisfaction; Customer services; Customers; Emotional responses; Emotions; Failure; Loyalty; Marketing; Money; Mouthing; Recovery; Reimbursement; Service Failure; Service Recovery; Tactics; Complaint Management; Service Recovery; Service Failure; Bad-Mouthing Behavior; Compensation; Collaboration