Copied Weiterempfehlungen mit Service-Recovery
Weiterempfehlungen mit Service-Recovery
Auf Basis theoretischer Anstze leitet Jana Wies Hypothesen zu dem Sender-Empfnger-Vergleich von Weiterempfehlungen mit Service-Recovery her. Sie berprft die Hypothesen mithilfe einer Befragung mit realen Weiterempfehlungen und zwei experimentellen Studien empirisch. Die Autorin zeigt, dass Empfnger die Weiterempfehlungen negativer wahrnehmen als Sender, wenn diese Service-Recoverys enthalten. Dieser Effekt wird verstrkt durch die Schwere des Dienstleistungsfehlers und verringert durch die Beziehungsstrke zwischen dem Sender und dem Unternehmen.
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