When Getting Too Personal May Hurt Email-based Recovery Efforts

Research Seminar by Professor Gianfranco Walsh

Torsdag, 6 februar, 2020 - 14:00 to 15:30


A large number of service firms support email-based customer-firm interactions, yet their email-based service recovery efforts remain under-researched. In addressing this issue, we investigate the effectiveness of post-service failure apology emails by treating offending firm (i.e., sender) and aggrieved customer (i.e., recipient) personalization as varying in degree. We find that sender personalization and customer personalization in the apology email interact to affect customer-perceived distributive justice and key customer recovery outcomes. 

Organized by

Department of Marketing, The Digital Marketing Research Cluster

Date & time

Thursday, February 6, 2020 at 14:00-15:30


Solbjerg Plads, Room D2.45



Gianfranco Walsh is Professor of Marketing at the Friedrich-Schiller-Universität Jena, Germany.

Before joining the Friedrich Schiller University of Jena in 2011, he was a Professor of Marketing and Electronic Retailing at the University of Koblenz (2006-2011) and a Senior Lecturer in Marketing with a British university. From 2002 to 2004, Gianfranco Walsh was an Assistant Professor of Marketing at the University of Hanover's Department of Marketing. After graduating with a B.B.A. in marketing from the University of Applied Sciences, Lüneburg (now University of Lüneburg) in 1996, Gianfranco Walsh earned an MPhil from Manchester School of Management, now Manchester Business School, in 1998. He received his Ph.D. in marketing from the University of Hanover in 2001 and his Habilitation degree in 2004.  

His research on topics such as service recovery, e-commerce, and corporate reputation management, has been published in journals such as the Journal of the Academy of Marketing Science, the Journal of Service Research, and the Journal of Consumer Psychology.


This event is organized by the Digital Marketing Research Cluster of the Department of Marketing. The Digital Marketing Research Cluster aims to bring together researchers from different fields who analyze different aspects of digital marketing, and analyze questions with managerial, academic, and societal relevance.


Sidst opdateret: Department of Marketing // 25/01/2024