KOREASCHOLAR

IS APOLOGY THE BEST STRATEGY TO MITIGATE ONLINE FIRESTORMS IN SOCIAL MEDIA?

Daniela Langaro, Helder Neves, Sandra Loureiro

Global Marketing Conference 2020 Global Marketing Conference at Seoul (2020.11) pp.1374-1382

WHICH DO CUSTOMERS LIKE BETTER, COMPENSATION OR APOLOGY? EXAMINING THE MODERATING ROLE OF REGULATORY FOCUS ON SERVICE RECOVERY

Keigo Taketani, Kei Mineo

Global Marketing Conference 2020 Global Marketing Conference at Seoul (2020.11) p.715

IS AN APOLOGY ENOUGH TO RECOVER FROM A MOBILE APPLICATION SERVICE FAILURE? INVESTIGATING THE EFFECT OF PERCEIVED FIRM REMORSE AND CUSTOMER EMPATHY ON CUSTOMER COPING BEHAVIOR

Wen-Hai Chih, Kai-Yu Wang, Li-Chun Hsu, Wei-Ching Lin

Global Marketing Conference 2018 Global Marketing Conference at Tokyo (2018.07) p.1556