Service Recovery in Collaborative Consumption Settings
| Autor(a) principal: | |
|---|---|
| Data de Publicação: | 2019 |
| Outros Autores: | |
| Idioma: | eng |
| Título da fonte: | Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) |
| Texto Completo: | http://hdl.handle.net/10362/140709 |
Resumo: | Shuqair, S., & Pinto, D. C. (2019). Service Recovery in Collaborative Consumption Settings. In Proceedings of the European Marketing Academy, 48th (pp. 1-11). European Marketing Academy (EMAC). http://proceedings.emac-online.org/pdfs/A2019-4355.pdf |
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Service Recovery in Collaborative Consumption SettingsSDG 8 - Decent Work and Economic GrowthShuqair, S., & Pinto, D. C. (2019). Service Recovery in Collaborative Consumption Settings. In Proceedings of the European Marketing Academy, 48th (pp. 1-11). European Marketing Academy (EMAC). http://proceedings.emac-online.org/pdfs/A2019-4355.pdfA rich body of literature suggests that customers who are victims of service failures are less likely to forgive and tend to switch to another provider. In this paper, we reveal that the type of service provider (collaborative vs. conventional) affects how consumers respond to service failures. In four studies, we show that customers are more likely to forgive and to repurchase after service failures when service providers are collaborative (vs. conventional). We propose a conceptual framework that portrays forgiveness as the underlying process in the relationship between the service provider type and repurchase intentions. Findings indicate that customer’s forgiveness after failure towards a collaborative service provider is higher than to conventional providers, even when there is no service recovery attempt. In addition, tie-strength between customers and service providers moderates the effects of customer’s forgiveness on repurchasing intentions.European Marketing Academy (EMAC)NOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNShuqair, SalehPinto, Diego Costa2022-06-24T22:17:18Z2019-06-012019-06-01T00:00:00Zconference objectinfo:eu-repo/semantics/publishedVersion11application/pdfhttp://hdl.handle.net/10362/140709engPURE: 44930452info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-05-22T18:02:50Zoai:run.unl.pt:10362/140709Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T17:33:39.241400Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse |
| dc.title.none.fl_str_mv |
Service Recovery in Collaborative Consumption Settings |
| title |
Service Recovery in Collaborative Consumption Settings |
| spellingShingle |
Service Recovery in Collaborative Consumption Settings Shuqair, Saleh SDG 8 - Decent Work and Economic Growth |
| title_short |
Service Recovery in Collaborative Consumption Settings |
| title_full |
Service Recovery in Collaborative Consumption Settings |
| title_fullStr |
Service Recovery in Collaborative Consumption Settings |
| title_full_unstemmed |
Service Recovery in Collaborative Consumption Settings |
| title_sort |
Service Recovery in Collaborative Consumption Settings |
| author |
Shuqair, Saleh |
| author_facet |
Shuqair, Saleh Pinto, Diego Costa |
| author_role |
author |
| author2 |
Pinto, Diego Costa |
| author2_role |
author |
| dc.contributor.none.fl_str_mv |
NOVA Information Management School (NOVA IMS) Information Management Research Center (MagIC) - NOVA Information Management School RUN |
| dc.contributor.author.fl_str_mv |
Shuqair, Saleh Pinto, Diego Costa |
| dc.subject.por.fl_str_mv |
SDG 8 - Decent Work and Economic Growth |
| topic |
SDG 8 - Decent Work and Economic Growth |
| description |
Shuqair, S., & Pinto, D. C. (2019). Service Recovery in Collaborative Consumption Settings. In Proceedings of the European Marketing Academy, 48th (pp. 1-11). European Marketing Academy (EMAC). http://proceedings.emac-online.org/pdfs/A2019-4355.pdf |
| publishDate |
2019 |
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2019-06-01 2019-06-01T00:00:00Z 2022-06-24T22:17:18Z |
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conference object |
| dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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publishedVersion |
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http://hdl.handle.net/10362/140709 |
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http://hdl.handle.net/10362/140709 |
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eng |
| language |
eng |
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PURE: 44930452 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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11 application/pdf |
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European Marketing Academy (EMAC) |
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European Marketing Academy (EMAC) |
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reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia instacron:RCAAP |
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FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia |
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RCAAP |
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Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) |
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Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia |
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info@rcaap.pt |
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