Access the full text.
Sign up today, get DeepDyve free for 14 days.
M. Gilly, B. Gelb (1982)
Post-Purchase Consumer Processes and the Complaining ConsumerJournal of Consumer Research, 9
R. Johnston (1995)
Service failure and recovery: impact, attributes and process
Jagdip Singh (1988)
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical IssuesJournal of Marketing, 52
V. Zeithaml, A. Parasuraman (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications, 58
L. Turley, Ronald LeBlanc (1993)
An exploratory investigation of consumer decision making in the service sectorJournal of Services Marketing, 7
Marsha Richins (1987)
A multivariate analysis of responses to dissatisfactionJournal of the Academy of Marketing Science, 15
L. Berry, A. Parasuraman (1992)
Prescriptions for a service quality revolution in AmericaOrganizational Dynamics, 20
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
H. Kasper (1988)
On problem perception, dissatisfaction and brand loyaltyJournal of Economic Psychology, 9
V. Mitchell (1993)
Handling Consumer Complaint Information: Why and How?Management Decision, 31
K. Murray (1991)
A Test of Services Marketing Theory: Consumer Information Acquisition ActivitiesJournal of Marketing, 55
J. Bateson (1989)
Managing Services Marketing: Text and Readings
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
J. Brockner, Laury Adsit (1986)
The moderating impact of sex on the equity–satisfaction relationship: A field study.Journal of Applied Psychology, 71
Steven Taylor, T. Baker (1994)
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentionsJournal of Retailing, 70
Jagdip Singh (1990)
Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categoriesJournal of the Academy of Marketing Science, 18
M. Heidegger (1954)
The Question Concerning Technology
W. Bearden, Jesse Teel (1983)
Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
(1995)
Marketing Research
M. Gilly, Richard Hansen (1985)
Consumer Complaint Handling as a Strategic Marketing ToolJournal of Consumer Marketing, 2
C. Goodwin, Ivan Ross (1990)
Consumer Evaluations of Responses to Complaints: What′s Fair and WhyJournal of Consumer Marketing, 4
Louis Schwartz, A. Hirschman (1972)
Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and StatesUniversity of Pennsylvania Law Review, 120
J. Cronin, Steven Taylor (1994)
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
C. Goodwin, Ivan Ross (1992)
Consumer responses to service failures: Influence of procedural and interactional fairness perceptionsJournal of Business Research, 25
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
Manfred Maute, W. Forrester (1993)
The structure and determinants of consumer complaint intentions and behaviorJournal of Economic Psychology, 14
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
Donald Conlon, N. Murray (1996)
Customer Perceptions of Corporate Responses to Product Complaints: The Role of ExplanationsAcademy of Management Journal, 39
M. Gilly, W. Stevenson, Laura Yale (1991)
DYNAMICS OF COMPLAINT MANAGEMENT IN THE SERVICE ORGANIZATIONJournal of Consumer Affairs, 25
M. Jenkins (1992)
Gaining a Financial Foothold Through Public WarehousingJournal of Business Strategy, 13
D. Bowen, E. Rd (1992)
The empowerment of service workers: what, why, how, and when.Sloan management review, 33 3
F. Reichheld (1993)
Loyalty-based management.Harvard business review, 71 2
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
A. Woodside, Frey Ll, Daly Rt (1989)
Linking service quality, customer satisfaction, and behavioral intention.Journal of health care marketing, 9 4
S. Schweikhart, S. Strasser, M. Kennedy (1993)
Service recovery in health services organizations.Hospital & health services administration, 38 1
R. Jennrich, P. Sampson (1966)
Rotation for simple loadingsPsychometrika, 31
C. Fornell, B. Wernerfelt (1987)
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical AnalysisJournal of Marketing Research, 24
C. Rusbult, Isabella Zembrodt, Lawanna Gunn (1982)
Exit, voice, loyalty, and neglect: Responses to dissatisfaction in romantic involvements.Journal of Personality and Social Psychology, 43
R. Oliver (1981)
Measurement and evaluation of satisfaction processes in retail settings.Journal of Retailing
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations
C. Grönroos (1992)
Service Management and Marketing: Managing the Moments of Truth in Service Competition
P. Labarbera, David Mazursky (1983)
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive ProcessJournal of Marketing Research, 20
Jagdip Singh (1990)
Identifying Consumer Dissatisfaction Response Styles: An Agenda for Future ResearchEuropean Journal of Marketing, 24
Shirley Taylor (1994)
Waiting for Service: The Relationship between Delays and Evaluations of ServiceJournal of Marketing, 58
C. Hart, J. Heskett, W. Sasser (1990)
The profitable art of service recovery.Harvard business review, 68 4
As the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery are receiving increased attention. Yet, much of the literature is based on anecdotal accounts rather than theoretical conceptualizations or rigorous empirical assessment. At least one retailing study has shown that more than 70 per cent of customers who complain can be persuaded to continue shopping with the offending retailer provided that some effort is made to recover. Little, however, is known about which strategies to employ or how these strategies interact to influence customer perceptions and attitudes, especially in a services environment. Assesses, from a management perspective, the impact three service recovery options (decisions) can have on customer satisfaction: time/speed; level of atonement; and who should be involved in service recovery. Finds that level of atonement (a tangible offering) emerged as the most dominant main effect followed by time/speed, while the organizational position of the person involved in service recovery was not significant as a main effect.
International Journal of Service Industry Management – Emerald Publishing
Published: May 1, 1997
Keywords: Customer satisfaction; Customer service; Service quality; Service recovery
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.