New Article Published on Service Recovery by Associate Professor Tobias Schäfers

The current February issue of the Journal of Service Research (AJG ranking: 4)  includes an article written by Tobias Schäfers, Associate Professor at the Department of Marketing, and his co-authors Arne Albrecht and Gianfranco Walsh, University of Jena, and Sharon Beatty, University of Alabama. In the article “The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery”, the authors show how customer react differently in a service recovery situation when they are compensated at the individual or the group level. In both cases, recovery compensation exhibits diminishing returns on compensation size in terms of recovery satisfaction. However, at the group level, the rate at which the returns on compensation diminish is greater and satisfaction reaches a plateau at lower compensation levels than at the individual level.
Link to the article: https://doi.org/10.1177%2F1094670518802059