Session: 5F
Service Failure and Recovery III

Chair

Stan Maklan

Time

11:00 - 12:30 on Saturday, 16th of June 2018

Venue

GB20

11:00

An exploratory study into the occurrence of emotional contagion after a service failure among Twitter users who are unfamiliar with each other

Svenja Widdershoven (Zuyd University Maastricht), Mark Pluymaekers (Zuyd University Maastricht), Josée Bloemer (Radboud University Nijmegen), Paul Sinclair (University of Regina), Haithem Zourrig (Kent State University)
11:30

How Potential Customers Respond to Service Recovery Strategies

Elisa Chan (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland), Lisa C. Wan (The Chinese University of Hong Kong), Maggie Y. Chu (Hong Kong Open University)
12:00

Revisiting CSR in service failures: A cause-dependent buffer

Paolo Antonetti (Queen Mary University of London), Benedetta Crisafulli (Cranfield University), Stan Maklan (Cranfield University)