Session: 5.6
Designing the Service Recovery

Chair

Tillmann Wagner

Time

10:30 - 12:00 on Sunday, 19th of June 2016

Venue

A1.22 (TS53)

10:30

Understanding Customer Journeys via Social Media Dialog: A Service Recovery Case Study

Szu-Yao Chien (Alliance Manchester Business School, The University of Manchester), Babis Theodoulidis (Alliance Manchester Business School, The University of Manchester), Jamie Burton (Alliance Manchester Business School, The University of Manchester)
10:30

Signaling Firm and Employee Trustworthiness: The Influence of Service Guarantee, Employee Behaviour and Firm Reputation on Customer Trust in Service Recovery

Benedetta Crisafulli (Cranfield University), Jaywant Singh (Kingston University), Francesca Dall'Olmo Riley (Kingston University)
10:30

Recruiting Regulatory Support: Examining When and How Individuals Seek or Discourage the Involvement of Others in Affect Regulation Following a Negative Service Experience

Christina Anthony (University of Sydney), Alexander Fedorikhin (Indiana University)