Original paper
Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context
Abstract
Purpose This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also examines how an apology should be delivered to generate PFR. Design/methodology/approach In Study 1, 452 mobile application service users were recruited for a survey study, and Structural Equation Modeling was used to test the research hypotheses. In Study 2, 1,255 mobile...
Paper Details
Title
Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context
Published Date
May 4, 2020
Volume
31
Issue
3
Pages
421 - 439
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Notes
History