THE ROLE OF EMOTIONS AND PERCEIVED CONTROL IN THE RECOVERY STRATEGY OF SERVICE COMPANIES
| dc.creator | Kolos, Krisztina | |
| dc.creator | Kenesei, Zsofia | |
| dc.date | 2017-04-01T13:53:25Z | |
| dc.date.accessioned | 2026-07-09T04:53:59Z | |
| dc.description | 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. | |
| dc.identifier | doi:10.22004/ag.econ.53545 | |
| dc.identifier | https://ageconsearch.umn.edu/record/53545/files/14_The%20role_Apstract.pdf | |
| dc.identifier | http://ageconsearch.umn.edu/record/53545 | |
| dc.identifier.uri | http://hdl.handle.net/123456789/556362 | |
| dc.language | eng | |
| dc.publisher | ||
| dc.source | http://ageconsearch.umn.edu/record/53545 | |
| dc.title | THE ROLE OF EMOTIONS AND PERCEIVED CONTROL IN THE RECOVERY STRATEGY OF SERVICE COMPANIES | |
| dc.type | Text |