liu.seSearch for publications in DiVA
Change search
Refine search result
1 - 2 of 2
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the Create feeds function.
  • 1.
    Arsenovic, Jasenko
    et al.
    SDA Bocconi, Milan, Italy.
    Edvardsson, Bo
    Service Research Centre, Karlstad University, Karlstad, Sweden; 4 5 SDA Bocconi, Milan, Italy Service Research Centre, Karlstad University, Karlstad, Sweden Inland Norway University of Applied Science, Elverum, Norway.
    Otterbring, Tobias
    Department of Management, University of Agder, Kristiansand, Norway; Institute of Retail Economics, Regeringsgatan 60, 103 29 Stockholm, Sweden.
    Tronvoll, Bård
    Service Research Centre, Karlstad University, Karlstad, Sweden; 4 5 SDA Bocconi, Milan, Italy Service Research Centre, Karlstad University, Karlstad, Sweden; Inland Norway University of Applied Science, Elverum, Norway.
    Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters2022In: Marketing letters, ISSN 0923-0645, E-ISSN 1573-059X, Vol. 34, no 1, p. 69-82Article in journal (Refereed)
    Abstract [en]

    As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. How- ever, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., tell- ing others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is nec- essary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.

    Download full text (pdf)
    fulltext
  • 2.
    Arsenovic, Jasenko
    et al.
    Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;.
    Edvardsson, Bo
    Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;;Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;.
    Tronvoll, Bård
    Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;;Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway.
    Moving Toward Collaborative Service Recovery: A Multiactor Orientation2019In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 201-212Article in journal (Refereed)
    Abstract [en]

    Service recovery research has traditionally beenfirm-centric, focusing primarilyon the time and effort expended byfirms in addressing service failures. The subsequentshift to a customer-centric orientation addressed the customer’s role in recovery situations,and the recent dyadic orientation has explored the effectiveness of their joint efforts.However, earlier conceptualizations failed to take adequate account of the complexity ofservice recovery encounters in which multiple actors collaborate and integrate resources.This study explores how multiactor collaborations influence the customer’s experience ofservice recovery by adopting a multiactor orientation and by applying service-dominantlogic. After reviewing the customer experience literature, a collaborative recovery expe-rience framework is developed that emphasizes the joint efforts of multiple actors andcustomers to achieve a favorable recovery experience. In a contextualization, the usefulnessof the new framework to explain customer experiences in collaborative service processes isshown. Finally, further research avenues are proposed.

1 - 2 of 2
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf