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) 
Martinez, L. M., Pacheco, N., Ramos, F. R. & Bicho, M. (2023). Would you try it again? Dual effects of customer mindfulness on service recovery. Journal of Retailing and Consumer Services . 74
Exportar Referência (IEEE) 
L. Martinez et al.,  "Would you try it again? Dual effects of customer mindfulness on service recovery", in Journal of Retailing and Consumer Services , vol. 74, 2023
Exportar BibTeX 
@article{martinez2023_1734976054793,
	author = "Martinez, L. M. and Pacheco, N. and Ramos, F. R. and Bicho, M.",
	title = "Would you try it again? Dual effects of customer mindfulness on service recovery",
	journal = "Journal of Retailing and Consumer Services ",
	year = "2023",
	volume = "74",
	number = "",
	doi = "10.1016/j.jretconser.2023.103438",
	url = "https://doi.org/10.1016/j.jretconser.2023.103438"
}
Exportar RIS 
TY  - JOUR
TI  - Would you try it again? Dual effects of customer mindfulness on service recovery
T2  - Journal of Retailing and Consumer Services 
VL  - 74
AU  - Martinez, L. M.
AU  - Pacheco, N.
AU  - Ramos, F. R.
AU  - Bicho, M.
PY  - 2023
SN  - 0969-6989
DO  - 10.1016/j.jretconser.2023.103438
UR  - https://doi.org/10.1016/j.jretconser.2023.103438
AB  - Service failures have a negative impact on customer experience. Research in the field has looked for ways to reduce this negative impact, but little is known about the role of customer mindfulness in this context. Two quantitative scenario-based studies () were conducted. Study 1 (experimental, between-subject design) showed that mindfulness moderates the relationship between attributions of benevolence and post-purchase intention (i.e., stronger effects for low mindful customers). Study 2 (follow-up, within-subject design) showed that the level of customer mindfulness is positively associated with a preference for explanation as a service recovery tactic. This research highlights the dual effects (positive vs. negative) of customer mindfulness in the context of service failure.
ER  -