Essays about: "Nathalie Kron"

Found 1 essay containing the words Nathalie Kron.

  1. 1. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary Compensation

    University essay from Högskolan i Gävle/Avdelningen för ekonomi

    Author : Jesper Björkman; Nathalie Kron; [2022]
    Keywords : service failure; service recovery; service recovery paradox SRP ; anchoring effect; cognitive bias;

    Abstract : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. READ MORE