{"id":"https://openalex.org/W2790447293","doi":"https://doi.org/10.1016/j.ausmj.2018.01.002","title":"The Role of Regulation and Financial Compensation on Trust Recovery","display_name":"The Role of Regulation and Financial Compensation on Trust Recovery","publication_year":2018,"publication_date":"2018-02-01","ids":{"openalex":"https://openalex.org/W2790447293","doi":"https://doi.org/10.1016/j.ausmj.2018.01.002","mag":"2790447293"},"language":"en","primary_location":{"id":"doi:10.1016/j.ausmj.2018.01.002","doi":"https://doi.org/10.1016/j.ausmj.2018.01.002","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ausmj.2018.01.002","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008052357","display_name":"Lisiane Gasparotto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Lisiane Santos Gasparotto","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041678933","display_name":"Nat\u00e1lia Ara\u00fajo Pacheco","orcid":"https://orcid.org/0000-0001-5607-9326","observed_orcids":["https://orcid.org/0000-0001-5607-9326"]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Nat\u00e1lia Araujo Pacheco","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027075315","display_name":"Kenny Basso","orcid":"https://orcid.org/0000-0003-2853-0903","observed_orcids":["https://orcid.org/0000-0003-2853-0903"]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Kenny Basso","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072612743","display_name":"V\u00edtor Francisco Dalla Corte","orcid":"https://orcid.org/0000-0002-4620-0601","observed_orcids":["https://orcid.org/0000-0002-4620-0601"]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Vitor Francisco Dalla Corte","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034686436","display_name":"Gisele Costa Rabello","orcid":"https://orcid.org/0000-0002-6441-2114","observed_orcids":["https://orcid.org/0000-0002-6441-2114"]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Gisele Costa Rabello","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006497401","display_name":"Shalimar Gallon","orcid":"https://orcid.org/0000-0002-8830-4433","observed_orcids":["https://orcid.org/0000-0002-8830-4433"]},"institutions":[{"id":"https://openalex.org/I4210158208","display_name":"Atitus Educa\u00e7\u00e3o","ror":"https://ror.org/04sxex454","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210158208"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Shalimar Gallon","raw_affiliation_strings":["IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMED Business School, Faculdade Meridional \u2013 IMED, Post-Graduate Programme in Management, Senador Pinheiro, 304, Passo Fundo, RS, 99070-220, Brazil","institution_ids":["https://openalex.org/I4210158208"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5027075315"],"corresponding_institution_ids":["https://openalex.org/I4210158208"],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":0.7033,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.8083739,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"26","issue":"1","first_page":"10","last_page":"16"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.6240000128746033},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.7590000033378601},{"id":"https://openalex.org/keywords/trust-recovery","display_name":"trust repair","score":0.9649999737739563},{"id":"https://openalex.org/keywords/regulation","display_name":"regulation","score":0.6499999761581421},{"id":"https://openalex.org/keywords/financial-compensation","display_name":"financial compensation","score":0.9100000262260437},{"id":"https://openalex.org/keywords/price-discounts","display_name":"discounts","score":0.9750000238418579},{"id":"https://openalex.org/keywords/organizational-process-improvement","display_name":"organizational process improvement","score":0.6940000057220459},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.5059999823570251}],"concepts":[{"id":"https://openalex.org/C2780023022","wikidata":"https://www.wikidata.org/wiki/Q1338171","display_name":"Compensation (psychology)","level":2,"score":0.7689089775085449},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6034469604492188},{"id":"https://openalex.org/C143299363","wikidata":"https://www.wikidata.org/wiki/Q900584","display_name":"Attribution","level":2,"score":0.5989008545875549},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.48755162954330444},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46744975447654724},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.4270389676094055},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.3436628580093384},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.274827241897583},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2304220199584961},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.15449893474578857},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.12273198366165161}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.ausmj.2018.01.002","doi":"https://doi.org/10.1016/j.ausmj.2018.01.002","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ausmj.2018.01.002","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:aumajo:v:26:y:2018:i:1:p:10-16","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S1441358216301860","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[{"id":"https://openalex.org/G7547419906","display_name":null,"funder_award_id":"448553/2014\u20137","funder_id":"https://openalex.org/F4320322025","funder_display_name":"Conselho Nacional de Desenvolvimento Cient\u00edfico e Tecnol\u00f3gico"}],"funders":[{"id":"https://openalex.org/F4320322025","display_name":"Conselho Nacional de Desenvolvimento Cient\u00edfico e Tecnol\u00f3gico","ror":"https://ror.org/03swz6y49"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":46,"referenced_works":["https://openalex.org/W570135252","https://openalex.org/W1491019566","https://openalex.org/W1501915067","https://openalex.org/W1559706150","https://openalex.org/W1701983757","https://openalex.org/W1968629566","https://openalex.org/W1973687016","https://openalex.org/W1978602481","https://openalex.org/W1982302828","https://openalex.org/W1986834872","https://openalex.org/W1988487435","https://openalex.org/W1989573563","https://openalex.org/W1992932263","https://openalex.org/W1995561053","https://openalex.org/W1999514648","https://openalex.org/W2006154058","https://openalex.org/W2008519080","https://openalex.org/W2024635829","https://openalex.org/W2030978521","https://openalex.org/W2039340897","https://openalex.org/W2048959056","https://openalex.org/W2051272671","https://openalex.org/W2061955049","https://openalex.org/W2066119627","https://openalex.org/W2066194786","https://openalex.org/W2070289584","https://openalex.org/W2072998207","https://openalex.org/W2081010956","https://openalex.org/W2087946371","https://openalex.org/W2092968834","https://openalex.org/W2094439750","https://openalex.org/W2099568401","https://openalex.org/W2100368531","https://openalex.org/W2119373488","https://openalex.org/W2120327940","https://openalex.org/W2120789618","https://openalex.org/W2131568786","https://openalex.org/W2132351260","https://openalex.org/W2145855633","https://openalex.org/W2146548601","https://openalex.org/W2148215741","https://openalex.org/W2180761394","https://openalex.org/W2313319791","https://openalex.org/W2321628326","https://openalex.org/W2502872610","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2321628326","https://openalex.org/W7072180472","https://openalex.org/W2981658087","https://openalex.org/W4225832461","https://openalex.org/W2727217146","https://openalex.org/W4382281165","https://openalex.org/W3168212384","https://openalex.org/W2986448021","https://openalex.org/W2888265178","https://openalex.org/W4210960469"],"abstract_inverted_index":{"Although":[0],"service":[1,17],"recovery":[2,18,82],"tactics":[3,83],"have":[4],"been":[5],"extensively":[6],"investigated,":[7],"little":[8],"is":[9,24,49],"known":[10],"about":[11],"what":[12],"firms":[13],"should":[14],"do":[15],"when":[16],"fails":[19],"(i.e.,":[20,60,64],"double":[21,38,103],"deviation).":[22],"It":[23],"primordial":[25],"to":[26,51,73],"understand":[27],"whether":[28],"and":[29,62,69,94],"how":[30],"customer":[31,53,99],"trust":[32,54,75,81,100],"may":[33],"be":[34],"recovered":[35],"after":[36,101],"a":[37,102],"deviation.":[39,104],"The":[40],"results":[41],"of":[42,89],"an":[43],"experimental":[44],"study":[45],"show":[46],"that":[47,79],"it":[48],"possible":[50],"recover":[52,98],"through":[55],"improvements":[56],"in":[57],"organizational":[58],"processes":[59],"regulation)":[61],"discounts":[63],"financial":[65,70,95],"compensation).":[66],"Remarkably,":[67],"regulation":[68,93],"compensation":[71,96],"lead":[72],"similar":[74],"levels,":[76],"which":[77],"means":[78],"these":[80],"are":[84],"equally":[85],"successful.":[86],"Moreover,":[87],"attributions":[88],"benevolence":[90],"explain":[91],"why":[92],"can":[97]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":5},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2018-03-29T00:00:00"}