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Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction |
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| Authors: | Min Kyeong Sam Jung Jae Min Ryu Kisang Haugtvedt Curtis Mahesh Sathiadev Overton John |
| Institution: | 1.College of Business Administration, University of New Orleans, New Orleans, LA, USA ;2.College of Business Administration, California State Polytechnic University-Pomona, Pomona, CA, USA ;3.College of Hospitality and Tourism Management, Sejong University, Seoul, Korea ;4.Fisher College of Business, The Ohio State University, Columbus, OH, USA ;5.College of Liberal Arts, Education, and Human Development, University of New Orleans, New Orleans, LA, USA ; |
| Abstract: | Marketing Letters - When there is a service failure, it is often believed that employees should immediately apologize to customers before hearing their complaints. However, we argue that in certain... |
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