Session: 6G
Service Failure and Recovery IV

Chair

Yelena Tsarenko

Time

15:30 - 17:00 on Saturday, 16th of June 2018

Venue

GB20

15:30

The Effect of Captivity on Customers' Service Quality Perception, Dissatisfaction, and Word-of-Mouth

Olivier Furrer (University of Fribourg)
16:00

Failed Service Relationships: The Trajectory of Consumer Emotions

Sylvia Long-Tolbert (Carey Business School, Johns Hopkins University)
16:30

You are supposed to help me: Transgressed customers' evaluations of help from service provider and third-party customer following service failure

Ting Hin Ho (Monash University), Dewi Tojib (Monash University), Yelena Tsarenko (Monash University)