Identifying Appropriate Compensation Types for Service Failures

By Holger Roschk, Katja Gelbrich. 2014

188 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/568b0af68982cedb3ecbe9f262448483a398a95e

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Management Information Systems

1. Riza Casidy
2. Iris Vermeir
3. Bart Larivière
4. Hyunju Shin
5. Yves Van Vaerenbergh
6. Chiara Orsingher

In Organizational Behavior and Human Resource Management

1. Riza Casidy
2. Iris Vermeir
3. Bart Larivière
4. Hyunju Shin
5. S. Beatty
6. Gianfranco Walsh
7. Yves Van Vaerenbergh
8. Chiara Orsingher

In Sociology and Political Science

1. Riza Casidy
2. Iris Vermeir
3. Hyunju Shin
4. S. Beatty
5. Gianfranco Walsh
6. Chiara Orsingher

Citations in the corpus

• Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes (2017, background): “…research examines service failures (e.g., Gelbrich 2010; Smith, Bolton, and Wagner 1999) and their effects on both customer outcomes and recovery efforts (e.g., Roschk and Gelbrich 2014), usually by addressing individually experienced phenomena (e.g., Bonifield and Cole 2007; Gelbrich 2010).”
• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, result): “In line with previous studies (Mattila, 2001b; Roschk and Gelbrich, 2014), this study integrates apology, compensation, and apology and compensation (hybrid) recovery strategies in the scenario to reflect elements of distributive, procedural, and interactional fairness.”
• A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “…focus on customer reactions to (various types of) service recovery (de Matos, Henrique, and Rossi 2007; Gelbrich and Roschk 2011; Orsingher, Valentini, and de Angelis 2010; Roschk and Gelbrich 2014); this study seeks to shed new light on the role of causal attribution in service failure research.”