Equity and repurchase intention following service failure

Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity, for st...

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Bibliographic Details
Published in:The Journal of services marketing 2000-11, Vol.14 (6), p.513-528
Main Authors: Palmer, Adrian, Beggs, Rosalind, Keown-McMullan, Caroline
Format: Article
Language:English
Subjects:
Age
Consumer behavior
Consumer behaviour
Consumers
Customer services
Distributive justice
Failure
Market orientation
Marketing
Marketing management
Perceptions
Procedural justice
Quality of service
Repeat buying
Restaurants
Service levels
Services marketing
Studies
Variance analysis
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Summary:Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity, for studying the effects on customers of service failure and recovery. In a study of restaurant customers, the construct of equity is found to be significantly correlated with respondents' intention to repurchase. Significant differences in equity were observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers.
ISSN:0887-6045
2054-1651
DOI:10.1108/08876040010347624