Exportar Publicação

A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Bicho, M., Pacheco, Natalia & Martinez, L. M. (2021). The role of customer and service provider mindfulness on trust recovery after a service failure. Proceedings of the European Marketing Academy.
Exportar Referência (IEEE) 
M. L. Bicho et al.,  "The role of customer and service provider mindfulness on trust recovery after a service failure", in Proc. of the European Marketing Academy, Madrid, 2021
Exportar BibTeX 
@inproceedings{bicho2021_1789161727153,
	author = "Bicho, M. and Pacheco, Natalia and Martinez, L. M.",
	title = "The role of customer and service provider mindfulness on trust recovery after a service failure",
	booktitle = "Proceedings of the European Marketing Academy",
	year = "2021",
	editor = "",
	volume = "",
	number = "",
	series = "",
	publisher = "",
	address = "Madrid",
	organization = "",
	url = "https://proceedings.emac-online.org/index.cfm?eventid=38&EMAC%202021%20Regional%20C"
}
Exportar RIS 
TY  - CPAPER
TI  - The role of customer and service provider mindfulness on trust recovery after a service failure
T2  - Proceedings of the European Marketing Academy
AU  - Bicho, M.
AU  - Pacheco, Natalia
AU  - Martinez, L. M.
PY  - 2021
SN  - 2709-1589
CY  - Madrid
UR  - https://proceedings.emac-online.org/index.cfm?eventid=38&EMAC%202021%20Regional%20C
AB  - Consumers’ perception towards trust recovery tactics in the presence of a service failure might be dependent upon a variety of factors (e.g., customer’s cognitive, emotional and behavioral reactions). Additionally, consumers’ mindfulness levels (high vs. low) could play a role on the trust recovery tactics of a service failure. Moreover, mindfulness in services may be addressed also to the level of mindfulness of the service provider. Although some research has given attention to the emotional role of consumers to service failure responses, investigation regarding the influence of mindfulness is still very limited. This paper aims to
fill this gap by examining whether trust recovery tactics of a mindful service provider will be more effective in recovering trust of mindful customers (vs. low mindful customers). The theoretical foundations for this examination are drawn and some propositions are made for future empirical investigation.
ER  -