Service recovery: Impact on satisfaction and intentions

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

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Bibliographic Details
Published in:The Journal of services marketing 1995-03, Vol.9 (1), p.15-23
Main Authors: Spreng, Richard A, Harrell, Gilbert D, Mackoy, Robert D
Format: Article
Language:English
Subjects:
Behavior
Complaints
Consumer behavior
Consumer behaviour
Consumers
Customer satisfaction
Customer services
Employee involvement
Failure
Households
Influence
Market strategy
Marketing
Problem solving
Purchase intention
Relocation
Service operations
Service quality
Statistical analysis
Studies
Word of mouth advertising
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Description
Summary:Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.
ISSN:0887-6045
2054-1651
DOI:10.1108/08876049510079853