Abstract
This paper focuses on understanding the influence of customers' prior experience with the servicetype on the outcomes of double deviation recovery situations. The study examines the impact ofprior experience on the eTectiveness of empathy of apology and monet
| Original language | English |
|---|---|
| Title of host publication | Proceedings of Academy of Marketing 2024 Annual Conference and Doctoral Colloquium: |
| Subtitle of host publication | Marketing: Fusing resilience and power for public value – igniting marketing’s social spirit |
| ISBN (Electronic) | 9781399990608 |
| Publication status | Published - 2024 |