Navegação Ciências Sociais Aplicadas por Autor "Santos, Cristiane Pizzutti dos"
Resultados 21-25 de 25
-
The effect of the discounted attribute importance in two-sided messages
Santos, Cristiane Pizzutti dos; Basso, Kenny; Gonçalves, Manuela Albornoz (2016) [Artigo de periódico]Purpose – The purpose of this research is to test the importance of the discounting attribute in the two-sided communication from a retail salesperson as a boundary condition that eliminates the trade-off between trustworthiness ... -
The importance of affect to build consumer trust in high-consequences exchanges
Terres, Mellina da Silva; Santos, Cristiane Pizzutti dos (2012) [Artigo de periódico]The present article investigates the importance of affect displayed by service provider to build consumer trust in high consequence exchanges. Highconsequence exchanges are difficult situations in which the choices present ... -
The relationship between satisfaction with complaint handling and repurchase intentions : detecting moderating influences in E-tail
Nagel, Mateus de Brito; Santos, Cristiane Pizzutti dos (2017) [Artigo de periódico]This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint ... -
Trust recovery tactics after double deviation : better sooner than later?
Pacheco, Natália Araújo; Santos, Cristiane Pizzutti dos; Basso, Kenny; Van Vaerenberg, Yves (2018) [Artigo de periódico]Purpose – The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed ... -
Whom do customers blame for a service failure? : Effects of thought speed on causal locus attribution
Pacheco, Natália Araújo; Geuens, Maggie; Santos, Cristiane Pizzutti dos (2018) [Artigo de periódico]This research investigates the impact of customers’ thought speeds in a service failure setting. Fast-thinking induces not only heuristic processing, but also positive affect. As both factors predict a different outcome ...