Session: 4F
Service Failure and Recovery II

Chair

Pascal Güntürkün

Time

09:00 - 10:30 on Saturday, 16th of June 2018

Venue

GB20

09:00

Unfair online review: A third party view of illegitimate and abusive complaint

Jiraporn Surachartkumtonkun (Griffith University), Debra Grace (Griffith University), Mitchell Ross (Griffith University)
09:30

Dare to Share: Stimulating Electronic Word-of-Mouth after Service Recovery in the Hotel Industry

Hilde Hanegreefs (Zuyd University Maastricht), Mark Pluymaekers (Zuyd University Maastricht), Merel Donkers (Zuyd University Maastricht), Frida Joustra (Zuyd University Maastricht), Celesta Van Der Laan (Zuyd University Maastricht), Willemijn Odekerken (Zuyd University Maastricht), Jasmijn Stenzler (Zuyd University Maastricht), Martijn Zengerink (Zuyd University Maastricht)
10:00

WHEN CONSUMER LOVE STRIKES BACK: THE EFFECTS OF ONLINE COMPLAINT HANDLING AND RELATIONSHIP-STRENGTH ON CUSTOMER REVENGE

Wolfgang Weitzl (University of Vienna), clemens hutzinger (Private University Seeburg Castle), Pascal Güntürkün (Vienna University of Economics and Business), Sabine Einwiller (University of Vienna)