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- W2023535713 abstract "This research examines customer satisfaction with service recovery through the lens of a conflict management framework, specifically assessing the role of pre-existing attitude in determining customer response to service failure. The results of two scenario-based experiments suggest that conflict management style impacts customer satisfaction with service recovery efforts. Additionally, pre-existing attitude toward the company influences the customer's interpretation of a service provider's conflict management style. Those with positive attitudes respond favorably to a cooperative approach in the face of service failures. Conflict management style has little impact on those with negative pre-existing attitudes. A cooperative recovery style and exceeding expectations is necessary to satisfy customers. These results highlight the gravity of service failures, and the importance of proper training in dealing with service recovery." @default.
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- W2023535713 date "2011-05-01" @default.
- W2023535713 modified "2023-09-29" @default.
- W2023535713 title "The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery" @default.
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- W2023535713 doi "https://doi.org/10.1016/j.jretconser.2010.11.004" @default.
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