The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions

Casidy, Riza and Shin, Hyunju 2015, The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions, Journal of retailing and consumer services, vol. 27, pp. 103-112, doi: 10.1016/j.jretconser.2015.07.012.

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Title The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Author(s) Casidy, RizaORCID iD for Casidy, Riza orcid.org/0000-0002-6836-245X
Shin, Hyunju
Journal name Journal of retailing and consumer services
Volume number 27
Start page 103
End page 112
Total pages 10
Publisher Elsevier
Place of publication Amsterdam, The Netherlands
Publication date 2015-11
ISSN 0969-6989
Language eng
DOI 10.1016/j.jretconser.2015.07.012
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2015, Elsevier
Free to Read? No
Free to Read Start Date 2018-12-01
Persistent URL http://hdl.handle.net/10536/DRO/DU:30075332

Document type: Journal Article
Collection: School of Management and Marketing
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Citation counts: TR Web of Science Citation Count  Cited 18 times in TR Web of Science
Scopus Citation Count Cited 20 times in Scopus
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Created: Mon, 17 Aug 2015, 11:45:46 EST

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