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	Provedor de dados AgEcon (1) Autor Kenesei, Zsofia (1) Kolos, Krisztina (1) Palavra-chave Agricultural and Food Policy (1) Consumer/Household Economics (1) Customer satisfaction (1) Food Consumption/Nutrition/Food Safety (1) Justice theory (1) Service failure (1) Service recovery (1) Mais... Tipo do documento Journal Article (1) Ano 2009 (1) País United States (1) Idioma Inglês (1)		Ordenar por:  Relevância Autor Título Ano Registros recuperados: 1 Primeira ... 1 ... Última THE ROLE OF EMOTIONS AND PERCEIVED CONTROL IN THE RECOVERY STRATEGY OF SERVICE COMPANIES AgEcon Kolos, Krisztina; Kenesei, Zsofia. The purpose of this study is to investigate the effectiveness of service recovery tactics. The research included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied. Tipo: Journal Article Palavras-chave: Service recovery; Justice theory; Service failure; Customer satisfaction; Agricultural and Food Policy; Consumer/Household Economics; Food Consumption/Nutrition/Food Safety. Ano: 2009 URL: http://purl.umn.edu/53545 Registros recuperados: 1 Primeira ... 1 ... Última

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