Distinguishing between the impact of social media public and private compliments on customers' future service recovery expectations
We seek to explore whether customers' levels of service recovery expectations differ across
customers who, prior to the service failure, publicly complimented the firm on social media
and customers who, in advance of the service failure, privately complimented the firm on
social media. We explore these differences in terms of satisfaction with the service provider
and willingness to go back to the service provider. We conduct an experiment to test the
research hypotheses. Our study results show that customers who complimented the service …
customers who, prior to the service failure, publicly complimented the firm on social media
and customers who, in advance of the service failure, privately complimented the firm on
social media. We explore these differences in terms of satisfaction with the service provider
and willingness to go back to the service provider. We conduct an experiment to test the
research hypotheses. Our study results show that customers who complimented the service …
Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations
D Gligor - Journal of Retailing and Consumer Services, 2021 - ideas.repec.org
We seek to explore whether customers’ levels of service recovery expectations differ
across customers who, prior to the service failure, publicly complimented the firm on social
media and customers who, in advance of the service failure, privately complimented the firm
on social media. We explore these differences in terms of satisfaction with the service
provider and willingness to go back to the service provider. We conduct an experiment to
test the research hypotheses. Our study results show that customers who complimented the …
across customers who, prior to the service failure, publicly complimented the firm on social
media and customers who, in advance of the service failure, privately complimented the firm
on social media. We explore these differences in terms of satisfaction with the service
provider and willingness to go back to the service provider. We conduct an experiment to
test the research hypotheses. Our study results show that customers who complimented the …
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