Effects of Empathy of Apology and Monetary Compensation on Customers’ Revenge desires After Double Deviations, 2021

The data supporting the thesis "An empirical investigation of the effects of empathy of apology and monetary compensation on customers’ revenge desires after double deviations" is made open and accessible in the University of Birmingham Institutional Research Archive (UBIRA). The data contained in the UBIRA archive contain the data from a set of online, hypothetical scenario-based experiments in which participants responded to a series of Likert-type measures concerning their subsequent perceptions, emotions and behaviours. The experiments concern service recovery scenarios and customers' perceptions of firms' actions to recover from service failures. The details of the measures are provided in the data set. The details of the protocols are provided in the PhD thesis.