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Service failure and recovery: The impact of relationship factors on customer satisfaction

Service failure and recovery: The impact of relationship factors on customer satisfaction This research investigated how customers' relationships with a service organization affect their reactions to service failure and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship continuity had lower service recovery expectations after a service failure and also attributed that failure to a less stable cause. Both the lower recovery expectations and the lower stability attributions were associated with greater satisfaction with the service performance after the recovery. These effects appeared to be key processes by which relationships buffer service organizations when service failures occur. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

Service failure and recovery: The impact of relationship factors on customer satisfaction

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References (65)

Publisher
Springer Journals
Copyright
Copyright © Academy of Marketing Science 2003
Subject
Economics / Management Science; Business/Management Science, general; Marketing; Social Sciences, general
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1177/0092070302250898
Publisher site
See Article on Publisher Site

Abstract

This research investigated how customers' relationships with a service organization affect their reactions to service failure and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship continuity had lower service recovery expectations after a service failure and also attributed that failure to a less stable cause. Both the lower recovery expectations and the lower stability attributions were associated with greater satisfaction with the service performance after the recovery. These effects appeared to be key processes by which relationships buffer service organizations when service failures occur.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Mar 1, 2003

Keywords: service failure; attributions; customer relationships

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