This research compares the impact of employee service recovery strategies with focus on affective (i.e., empathic concern) and cognitive empathy (i.e., perspective-taking) on customers’ emotional
Mystery calling is a specific form of mystery shopping that is often applied for evaluating customer contact services. Using data from both customers and mystery callers (MCs), we study the validity
Delivering fair service recovery is crucial to restoring customer satisfaction and repatronage. This study contends that organizational policies impact recovery fairness perceptions. Underpinned by
The aim of this paper is to investigate factors that influence the intention of an SME to launch an online shop. A PLS model is used based on the Technology Acceptance Model and is extended with
High product return rates and their associated costs pose major challenges to online retailers. We investigate whether online retailers always benefit from active return management by ana-lysing the
