Session: 2.9
Service Failure and Recovery I

Chair

Crina Tarasi

Time

13:30 - 15:00 on Saturday, 18th of June 2016

Venue

G0.03 (TS53)

13:30

The Role of Time in Service Recovery – How the Time to Recover a Service Failure and Relationship Strength Affect Customers' Compensation Expectations

Jens Hogreve (Catholic University of Eichstaett-Ingolstadt), Leonhard Mandl (Catholic University of Eichstaett-Ingolstadt), Nicola Bilstein (Catholic University of Eichstaett-Ingolstadt)
13:30

Disparate Satisfaction Scores? Consider a Customer's Country-of-Origin: A Case Study

Mark Rosenbaum (N), Tali Seger-Guttmann (Ruppin Academic Center), Iris Vilnai-yavetz (Ruppin Academic Center)
13:30

Reconceptualizing Health Care as Service Recovery: Exploring Causal Attributions and Implications for Patients' Well-Being

Andrew Gallan (DePaul University)