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Le pouvoir de l’excuse dans la récupération de service

Abstract : The apology is a highly effective service recovery strategy that can act as a catalyst to dissipate the negative effects of an incident and elicit customer forgiveness. However, it is not always effective. While some research shows that apologies lead to forgiveness and the restoration of the relationship between consumers and businesses, other research points to the lack of impact on service recovery. The majority of the literature has studied the apology as a binary variable (presence versus absence of apology), which does not allow us to identify the conditions under which apology might be prove an efficient recovery strategy. This study focuses on the apology as a symbolic recovery strategy. It shows the importance of taking its various components into consideration in order to better identify the conditions for its success.
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https://hal.univ-lorraine.fr/hal-03010039
Contributor : Anis Chtourou Connect in order to contact the contributor
Submitted on : Tuesday, November 17, 2020 - 3:22:42 PM
Last modification on : Friday, February 11, 2022 - 12:09:08 PM

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Anis Chtourou. Le pouvoir de l’excuse dans la récupération de service. Projectics / Proyéctica / Projectique, De Boeck Supérieur, 2020, 3 (27), pp.39-53. ⟨10.3917/proj.027.0039⟩. ⟨hal-03010039⟩

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