Gamification and its role in service recovery

Nazifi, Amin and Roschk, Holger and Wilson, Alan (2020) Gamification and its role in service recovery. In: Frontiers in Service 2020, 2020-06-25 - 2020-06-28, Babson College in Babson Park. (In Press)

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Abstract

A large body of research on service recovery has focused on the effectiveness of conventional tools such as compensation. Despite recent technological advancements, the recovery literature has not kept pace with these developments. One example is gamification which has gained popularity in the marketing domain over the past years (Larivière et al., 2017). Therefore, this paper will examine the effectiveness of gamification in a service recovery context.

ORCID iDs

Nazifi, Amin ORCID: https://orcid.org/0000-0002-1898-7654

Wilson, Alan ORCID: https://orcid.org/0000-0002-5491-1876

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• Item metadata

  Item type:	Conference or Workshop Item(Other)
  ID code:	72274
  Dates:	Date Event 16 January 2020 Published 16 January 2020 Accepted
  Keywords:	service recovery, gamification, negative word of mouth, perceived justice, cognitive neoassociation theory, Marketing. Distribution of products, Marketing
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing Strategic Research Themes > Measurement Science and Enabling Technologies Strategic Research Themes > Energy
  Depositing user:	Pure Administrator
  Date deposited:	05 May 2020 16:04
  Last modified:	11 Nov 2021 01:49
  Related URLs:	Event
  URI:	https://strathprints.strath.ac.uk/id/eprint/72274