The Effect of Compensation on Repurchase Intentions in Service Recovery

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Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth (2020, background): “For example, if there is no perceived inequity due to attributions of external causes for the failure (low firm control over the failure or low stability of the failure), compensation may not be necessary (Grewal, Roggeveen, and Tsiros 2008).”
The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “In this study, similar to previous research on co-creation (e.g., Bendapudi and Leone 2003; Grewal et al. 2008), we used a scenario-based experiment.”
Fix It or Leave It? Customer Recovery from Self-service Technology Failures (2013, background): “Most empirical studies have focused on recovery by the firm (e.g., Bitner 1990; Grewal, Roggeveen, and Tsiros 2008; McCollough, Berry, and Yadav 2000; Smith, Bolton, and Wagner 1999), though some have considered joint recovery (e.g., Dong, Evans, and Zou 2008).”
Detecting, Preventing, and Mitigating Online Firestorms in Brand Communities (2019, background): “In line with Grewal, Roggeveen, and Tsiros (2008), we therefore suggest that compensation is most effective if it follows an offer of an explanation or empathy.”