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

Ganesan, Shankar - ; Hess, Ronald L. - ; Klein, Noreen M. - ;

How customers' relationships with a service organization affect their reactions to service failure and recovery is investigated. A 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.Printed Journal


Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit: Academy of Marketing Science
Edisi-
SubjekCustomer relations
Statistical analysis
Customer Satisfaction
Quality of service
Expectations
studies
ISBN/ISSN920703
Klasifikasi-
Deskripsi Fisik-
Info Detail Spesifik-
Other Version/RelatedTidak tersedia versi lain
Lampiran BerkasTidak Ada Data

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