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) 
Coelho, P. S., Rita, P. & Ramos, R. F. (2023). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. 32 (2), 168-184
Exportar Referência (IEEE) 
C. P.S. et al.,  "How the response to service incidents change customer–firm relationships", in European Journal of Management and Business Economics, vol. 32, no. 2, pp. 168-184, 2023
Exportar BibTeX 
@article{p.s.2023_1783006007642,
	author = "Coelho, P. S. and Rita, P. and Ramos, R. F.",
	title = "How the response to service incidents change customer–firm relationships",
	journal = "European Journal of Management and Business Economics",
	year = "2023",
	volume = "32",
	number = "2",
	doi = "10.1108/EJMBE-05-2021-0157",
	pages = "168-184",
	url = "https://www.emerald.com/insight/publication/issn/2444-8494"
}
Exportar RIS 
TY  - JOUR
TI  - How the response to service incidents change customer–firm relationships
T2  - European Journal of Management and Business Economics
VL  - 32
IS  - 2
AU  - Coelho, P. S.
AU  - Rita, P.
AU  - Ramos, R. F.
PY  - 2023
SP  - 168-184
SN  - 2444-8451
DO  - 10.1108/EJMBE-05-2021-0157
UR  - https://www.emerald.com/insight/publication/issn/2444-8494
AB  - Purpose
This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent" within the customer-firm relationship.
Design/methodology/approach
A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using Partial Least Squares (PLS). 
Findings
This study shows that the customer-firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows the firm’s incident response interpreted as benevolence or opportunism have an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer-firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment. 
Originality/value
While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap. 

ER  -