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Reações dos consumidores a falhas de serviços: um estudo no Brasil e EUA
| Content Provider | Semantic Scholar |
|---|---|
| Author | Matos, Celso Augusto De Garrido, Ivan Lapuente D'Ávila, Lívia Castro Calixto, Cyntia Vilasboas |
| Copyright Year | 2012 |
| Abstract | Despite the large number of studies about service recovery, there is a scarcity of cross-cultural analyses in this context. Based on a literature review, a theoretical model was proposed and tested with data from a survey with 260 Brazilian and American consumers. Results showed that the interpersonal justice was the most important justice dimension to explain the consumer satisfaction, which consequently influenced the customers' complaint intentions, including complaining to friends/relatives (voice response) and to a regulatory agency (third-party response) and intentions to punish the company. However, cultural values were not a significant moderator in this study. |
| Starting Page | 45 |
| Ending Page | 57 |
| Page Count | 13 |
| File Format | PDF HTM / HTML |
| Volume Number | 23 |
| Alternate Webpage(s) | http://revistaseletronicas.pucrs.br/teo/ojs/index.php/face/article/download/11459/9678 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
