An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention

Purpose Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed. Design/methodology/approach This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2...