Matching service failures and recovery options toward satisfaction
College
Gokongwei College of Engineering
Department/Unit
Industrial Engineering
Document Type
Article
Source Title
Service Industries Journal
Volume
39
Issue
13-14
First Page
901
Last Page
924
Publication Date
10-26-2019
Abstract
Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisfaction. Using a scenario-based survey approach and structural equation modeling, the results are failure severity negatively relates to satisfaction; recovery justices positively relates to satisfaction regardless of the level of failure severity; complaining behavior strengthens (weakens) the relationship between the failure severity (recovery justices) and satisfaction; and relationship quality is a stronger predictor of post-purchase behavioral intentions than satisfaction. A service recovery matrix is proposed to depict appropriate recovery options for different situations. © 2018, © 2018 Informa UK Limited, trading as Taylor & Francis Group.
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Digitial Object Identifier (DOI)
10.1080/02642069.2018.1450868
Recommended Citation
Cantor, V. M., & Li, R. C. (2019). Matching service failures and recovery options toward satisfaction. Service Industries Journal, 39 (13-14), 901-924. https://doi.org/10.1080/02642069.2018.1450868
Disciplines
Industrial Engineering | Operations Research, Systems Engineering and Industrial Engineering
Keywords
Consumer satisfaction; Consumer complaints; Customer relations
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