Service recovery: Impact on satisfaction and intentions

Service recovery: Impact on satisfaction and intentions Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Service recovery: Impact on satisfaction and intentions

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876049510079853
Publisher site
See Article on Publisher Site

Abstract

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Journal

Journal of Services MarketingEmerald Publishing

Published: Mar 1, 1995

Keywords: Complaints; Consumer behaviour; Customer satisfaction; Employee involvement; Problem solving; Relocation; Service operations; Service quality

References

  • Postcomplaint processes: from organizational response to repurchase behavior
    Gilly, M.C.

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