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  2. School of Management and Law
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  4. Publikationen School of Management and Law
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dc.contributor.authorDietrich, Martin-
dc.contributor.authorDrevs, Florian-
dc.contributor.authorLindenmeier, Jörg-
dc.contributor.authorRenner, Simone-
dc.contributor.authorSeemann, Ann-Kathrin-
dc.contributor.authorTscheulin, Dieter K.-
dc.date.accessioned2019-08-29T12:56:09Z-
dc.date.available2019-08-29T12:56:09Z-
dc.date.issued2015-
dc.identifier.issn1439-2917de_CH
dc.identifier.issn2194-072Xde_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/18033-
dc.description.abstractCrocodile-tear apologies are characterized as “pretend” apologies that customers perceive as insincere. We analyze the impact of crocodile-tear apologies on participants’ loyalty intentions after a service failure in an electronic word-of-mouth context. When there are controllable service failures our results suggest that crocodile-tear apologies weaken the detrimental effects on the loyalty intentions of customers who observe such service failures. For customers directly affected by, and for observers of, uncontrollable services failures, complete apologies are more effective. Our results imply that in the electronic word-of-mouth context, easily standardizable crocodile-tear apologies might serve as an alternative apology strategy.de_CH
dc.language.isoende_CH
dc.publisherSpringerde_CH
dc.relation.ispartofSchmalenbach Business Reviewde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectApologyde_CH
dc.subjectCrocodile marketingde_CH
dc.subjectCustomer relationship managementde_CH
dc.subjectHealth servicede_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleCrocodile marketing : an experimental investigation into the effects of “Crocodile-Tear” apologies on patient loyalty intentionsde_CH
dc.typeBeitrag in wissenschaftlicher Zeitschriftde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitWinterthurer Institut für Gesundheitsökonomie (WIG)de_CH
dc.identifier.doi10.1007/BF03396922de_CH
zhaw.funding.euNode_CH
zhaw.issue1de_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.end53de_CH
zhaw.pages.start34de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.volume67de_CH
zhaw.publication.reviewKeine Begutachtungde_CH
zhaw.author.additionalNode_CH
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Dietrich, M., Drevs, F., Lindenmeier, J., Renner, S., Seemann, A.-K., & Tscheulin, D. K. (2015). Crocodile marketing : an experimental investigation into the effects of “Crocodile-Tear” apologies on patient loyalty intentions. Schmalenbach Business Review, 67(1), 34–53. https://doi.org/10.1007/BF03396922
Dietrich, M. et al. (2015) ‘Crocodile marketing : an experimental investigation into the effects of “Crocodile-Tear” apologies on patient loyalty intentions’, Schmalenbach Business Review, 67(1), pp. 34–53. Available at: https://doi.org/10.1007/BF03396922.
M. Dietrich, F. Drevs, J. Lindenmeier, S. Renner, A.-K. Seemann, and D. K. Tscheulin, “Crocodile marketing : an experimental investigation into the effects of “Crocodile-Tear” apologies on patient loyalty intentions,” Schmalenbach Business Review, vol. 67, no. 1, pp. 34–53, 2015, doi: 10.1007/BF03396922.
DIETRICH, Martin, Florian DREVS, Jörg LINDENMEIER, Simone RENNER, Ann-Kathrin SEEMANN und Dieter K. TSCHEULIN, 2015. Crocodile marketing : an experimental investigation into the effects of “Crocodile-Tear” apologies on patient loyalty intentions. Schmalenbach Business Review. 2015. Bd. 67, Nr. 1, S. 34–53. DOI 10.1007/BF03396922
Dietrich, Martin, Florian Drevs, Jörg Lindenmeier, Simone Renner, Ann-Kathrin Seemann, and Dieter K. Tscheulin. 2015. “Crocodile Marketing : An Experimental Investigation into the Effects of “Crocodile-Tear” Apologies on Patient Loyalty Intentions.” Schmalenbach Business Review 67 (1): 34–53. https://doi.org/10.1007/BF03396922.
Dietrich, Martin, et al. “Crocodile Marketing : An Experimental Investigation into the Effects of “Crocodile-Tear” Apologies on Patient Loyalty Intentions.” Schmalenbach Business Review, vol. 67, no. 1, 2015, pp. 34–53, https://doi.org/10.1007/BF03396922.


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