Service recovery: its value and limitations as a retail strategy

Service recovery: its value and limitations as a retail strategy Contributes to a growing body of service recovery knowledge by examining the impact of service recovery as a relationship tool, in addition to its well‐accepted role as a means to enhance customer satisfaction at the transaction‐specific level. Begins by providing an overview of the evolving concept of service recovery and continues by explaining the important and unique role that recovery plays in the service sector. A comparison of the concept of service consistency and reliability with the concept of service recovery leads to a statement of hypotheses tested in an experimental setting. Specifically, results indicate that while service recovery results in encounter satisfaction, service recovery does not significantly influence overall satisfaction, quality, image and future expectations. Rather, consistency of service influences these constructs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Service recovery: its value and limitations as a retail strategy

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239610149948
Publisher site
See Article on Publisher Site

Abstract

Contributes to a growing body of service recovery knowledge by examining the impact of service recovery as a relationship tool, in addition to its well‐accepted role as a means to enhance customer satisfaction at the transaction‐specific level. Begins by providing an overview of the evolving concept of service recovery and continues by explaining the important and unique role that recovery plays in the service sector. A comparison of the concept of service consistency and reliability with the concept of service recovery leads to a statement of hypotheses tested in an experimental setting. Specifically, results indicate that while service recovery results in encounter satisfaction, service recovery does not significantly influence overall satisfaction, quality, image and future expectations. Rather, consistency of service influences these constructs.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Dec 1, 1996

Keywords: Customer satisfaction; Customer service; Relationship marketing; Retailing; Service quality

References

  • The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service
    Johnston, R.
  • The determinants of service quality: satisfiers and dissatisfiers
    Johnston, R.
  • A typology of retail failures and recoveries
    Kelley, S.W.; Hoffman, K.D.; Davis, M.A.

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