2019
DOI: 10.3390/su11246968
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The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction

Abstract: Online service recovery is directly related to customer follow-up behavior and plays a central role in the sustainable service-oriented enterprise development. This study explored the influence mechanism about how the type of customer participation (physical, mental, and emotional) improves customers’ post-recovery satisfaction by reducing negative bias. Furthermore, the moderating effect of the information format of opening remarks (informal, formal, or hybrid) on the relationship between customer participati… Show more

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