A new research paper by Washington State University marketing experts Jeff Joireman, Yany Grégoire, Berna Devezer and Thomas Tripp offers insight into what firms can do following failed service recoveries to earn a "second chance" by increasing customer desire for reconciliation and reducing desire for revenge.
Fuente : http://www.eurekalert.org/pub_releases/2013-06/wsu...
Fuente : http://www.eurekalert.org/pub_releases/2013-06/wsu...