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.

    Creators(s): Nazifi, Amin ORCID logoORCID: https://orcid.org/0000-0002-1898-7654, Roschk, Holger and Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876;
    Item type:Conference or Workshop Item(Other)
    ID code:72274
    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:13 Jan 2021 03:17
    Related URLs:
    URI:https://strathprints.strath.ac.uk/id/eprint/72274
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