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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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| Published in: | The Journal of services marketing 1995-03, Vol.9 (1), p.15-23 |
|---|---|
| Main Authors: | , , |
| Format: | Article |
| Language: | English |
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| cited_by | cdi_FETCH-LOGICAL-c334t-c7a49dee13038b9a5524f5737a3d77c3821924c648d0467c8b7564f2549630ed3 |
|---|---|
| cites | cdi_FETCH-LOGICAL-c334t-c7a49dee13038b9a5524f5737a3d77c3821924c648d0467c8b7564f2549630ed3 |
| container_end_page | 23 |
| container_issue | 1 |
| container_start_page | 15 |
| container_title | The Journal of services marketing |
| container_volume | 9 |
| creator | Spreng, Richard A Harrell, Gilbert D Mackoy, Robert D |
| description | 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. |
| doi_str_mv | 10.1108/08876049510079853 |
| format | article |
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| fulltext | fulltext |
| identifier | ISSN: 0887-6045 |
| ispartof | The Journal of services marketing, 1995-03, Vol.9 (1), p.15-23 |
| issn | 0887-6045 2054-1651 |
| language | eng |
| recordid | cdi_istex_primary_ark_67375_4W2_XSSQHBH8_9 |
| source | ABI/INFORM Global; Emerald:Jisc Collections:Emerald Subject Collections HE and FE 2024-2026:Emerald Premier (reading list) |
| 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 |
| title | Service recovery: Impact on satisfaction and intentions |
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