Session: 3.9
Service Failure and Recovery II

Chair

Jens Hogreve

Time

15:30 - 17:00 on Saturday, 18th of June 2016

Venue

G0.03 (TS53)

15:30

The Impact of Company Response Time on Post-Purchase Customer Satisfaction on Social Media

Doga Istanbulluoglu (University of Birmingham)
15:30

Justice Based Failure Classification Framework for Online Retailers

Cansu Yıldırım (Department of Maritime Business Administration, Maritime Faculty, Dokuz Eylül University), Birce Dobrucalı (Izmir University of Economics), Bengü Oflac (Izmir University of Economics)
15:30

"Could they have done better?" Examining Customer Responses to Online Service Failure and Recovery Through Counterfactual Reasoning

Jaywant Singh (Kingston University London, UK), Benedetta Crisafulli (Cranfield University, United Kingdom)