Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias

2008/05/13 by Thomas L. Baker, Tracy Meyer, James D. Johnson
Business, Management and Accounting · Social Sciences · #Customer Service Quality and Loyalty #Psychology of Social Influence #Emotional Labor in Professions

paper · doi:10.1007/s11747-008-0089-x

Citations

• The Role of Emotions in Marketing
• Everyday Sexism: Evidence for Its Incidence, Nature, and Psychological Impact From Three Daily Diary Studies
• The Service Encounter: Diagnosing Favorable and Unfavorable Incidents