Service recovery attributions and word‐of‐mouth intentions

Service recovery attributions and word‐of‐mouth intentions The impact of service recovery attributions in determining consumers' intentions of engaging in post-recovery word-of-mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person's social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Service recovery attributions and word‐of‐mouth intentions

European Journal of Marketing, Volume 35 (1/2): 18 – Feb 1, 2001

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090560110363463
Publisher site
See Article on Publisher Site

Abstract

The impact of service recovery attributions in determining consumers' intentions of engaging in post-recovery word-of-mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person's social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

Journal

European Journal of MarketingEmerald Publishing

Published: Feb 1, 2001

Keywords: Service industries; Service levels; Consumer behaviour; Interpersonal communications

References

  • The effects of customer service on consumer complaining
    Blodgett, J.G.; Wakefield, K.L.; Barnes, J.H.
  • Interpreting event causes: the complementary role of categorization and attribution processes
    Gooding, R.Z.; Kinicki, A.J.
  • A typology of retail failures and recoveries
    Kelley, S.W.; Hoffman, D.K.; Davis, M.A.
  • Service recovery: impact on satisfaction and intentions
    Spreng, R.A.; Harrell, G.D.; Mackoy, R.D.

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