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Humorvolle Kommunikation bei Serviceversagen
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In insgesamt drei experimentellen Studien analysiert Sarah Kobel die Wirkung von Humor auf Konsumenten infolge aufgetretener Service-Fehler. Dabei leistet die Arbeit einen wissenschaftlichen Beitrag zur Humor- als auch zur Service-Forschung, indem zunchst der psychologische Wirkmechanismus von Humor identifiziert und die Wirkung von Humor schlielich mit der Wirkung klassischer Recovery-Manahmen (Entschuldigung, konomische Kompensation) verglichen wird. Die Autorin zeigt auf, wann Humor sein Potenzial als Manahme der Service-Recovery zu entfalten scheint, und wann auf klassische Manahmen der Recovery zurckgegriffen werden sollte.
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