Work

Observer Retaliation: Apology Components Affect on Observing Customers’ Reactions

Year: 2019

Type: article

Abstract: The purpose of this paper is to investigate how observing customers’ react after witnessing an apology containing four unique components. The present research examines the influence of apology characteristics on observing customers’ negative word-of-mouth and return intentions. Four apology components (timeliness, accepting responsibility, initiation, and remorse) were examined.

Source: The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior

Authors: Todd McClure, Virginia Killian, John Pearson

Institution: University of Central Missouri

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W3006267320

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