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

Disciplines

Industrial Engineering | Operations Research, Systems Engineering and Industrial Engineering

Keywords

Consumer satisfaction; Consumer complaints; Customer relations

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