Session: 3H
Service Failure and Recovery I

Chair

Carol Azab

Time

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

Venue

GR07

15:30

How Do Customers React Under Service Failures? The Roles of the Two Dimensions of Brand Perception - Warmth and Competence

Shannon X. Yi (The Chinese University of Hong Kong), Chloe Y. QIU (The Chinese University of Hong Kong), Lisa C. Wan (The Chinese University of Hong Kong)
16:00

A Comprehensive Classification of Services Failures Based on Intentionality and Duration of Failures

Amin Nazifi (University of Strathclyde), Dahlia El-Manstrly (University of Edinburgh)
16:30

This Customer has an accent! Would (s)he be treated differently?

Carol Azab (Stetson University), Jonas Holmqvist (Ked)