Recovery strategies in collaborative consumption: how to recover from a service failure

Detalhes bibliográficos
Autor(a) principal: Matos, Catarina Duarte Paulos Roque
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/112993
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
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spelling Recovery strategies in collaborative consumption: how to recover from a service failureService failureRecovery strategiesEmotionsSocial recoveryPeer-to-peerPost-failure loyaltySDG 9 - Industry, innovation and infrastructureDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing IntelligenceThis study aims to contribute to tourism literature by revealing the importance of apology recovery process and by extending previous research on purchasing intentions. Across four studies, this research shows that consumers’ exhibit higher post-failure loyalty towards peer (vs. conventional) service provider. This work extends previous research on consumers’ responses to service failure in sharing economy. We reveal new insights into customer perceptions of different service recovery strategies in sharing economy.Pinto, Diego CostaShuqair, SalehRUNMatos, Catarina Duarte Paulos Roque2024-02-24T01:30:53Z2021-02-242021-02-24T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/112993TID:202658180enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:56:17Zoai:run.unl.pt:10362/112993Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:42:15.690120Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Recovery strategies in collaborative consumption: how to recover from a service failure
title Recovery strategies in collaborative consumption: how to recover from a service failure
spellingShingle Recovery strategies in collaborative consumption: how to recover from a service failure
Matos, Catarina Duarte Paulos Roque
Service failure
Recovery strategies
Emotions
Social recovery
Peer-to-peer
Post-failure loyalty
SDG 9 - Industry, innovation and infrastructure
title_short Recovery strategies in collaborative consumption: how to recover from a service failure
title_full Recovery strategies in collaborative consumption: how to recover from a service failure
title_fullStr Recovery strategies in collaborative consumption: how to recover from a service failure
title_full_unstemmed Recovery strategies in collaborative consumption: how to recover from a service failure
title_sort Recovery strategies in collaborative consumption: how to recover from a service failure
author Matos, Catarina Duarte Paulos Roque
author_facet Matos, Catarina Duarte Paulos Roque
author_role author
dc.contributor.none.fl_str_mv Pinto, Diego Costa
Shuqair, Saleh
RUN
dc.contributor.author.fl_str_mv Matos, Catarina Duarte Paulos Roque
dc.subject.por.fl_str_mv Service failure
Recovery strategies
Emotions
Social recovery
Peer-to-peer
Post-failure loyalty
SDG 9 - Industry, innovation and infrastructure
topic Service failure
Recovery strategies
Emotions
Social recovery
Peer-to-peer
Post-failure loyalty
SDG 9 - Industry, innovation and infrastructure
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
publishDate 2021
dc.date.none.fl_str_mv 2021-02-24
2021-02-24T00:00:00Z
2024-02-24T01:30:53Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/112993
TID:202658180
url http://hdl.handle.net/10362/112993
identifier_str_mv TID:202658180
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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