How to Win Customers Back After You Screw Up -- Twice
Forbes,
Any business can make a mistake or have a problem. Airplane flights get cancelled. Products your website says are in stock are…
When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
Overview of attention for article published in Journal of Retailing, September 2013
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In the top 25% of all research outputs scored by Altmetric
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High Attention Score compared to outputs of the same age (91st percentile)
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High Attention Score compared to outputs of the same age and source (85th percentile)
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