A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Keywords

Service recovery, Customer satisfaction, Service (business), Business, Marketing

References

• Service recovery in health services organizations.Sharon Schweikhart, Susan Strasser, Maria Regina Clemesha Kennedy — 1993
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• Procedural Justice: A Psychological AnalysisJohn Thibaut, Laurens Walker — 1976
• The profitable art of service recovery.Christopher W. L. Hart, James L. Heskett, W. Earl Sasser — 1990
• Equity: Theory and ResearchElaine Hatfield, G. William Walster, Ellen Berscheid — 1978
• Societal Structures of the MindU. Foa, E. Foa — 1974
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• Prospect Theory. An Analysis of Decision Making Under RiskDaniel Kahneman, Amos Tversky — 1977
• A New Test for HeteroskedasticityH. Glejser — 1969
• Myopic Loss Aversion and the Equity Premium PuzzleShlomo Benartzi, Richard H. Thaler — 1993
• A multivariate analysis of responses to dissatisfactionMarsha L. Richins — 1987
• A Paradigm for Developing Better Measures of Marketing ConstructsGilbert A. Churchill — 1979
• The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault — 1990
• The role of employee effort in satisfaction with service transactionsLois A. Mohr, Mary Jo Bitner — 1995
• Post-Purchase Consumer Processes and the Complaining ConsumerMary C. Gilly, Betsy D. Gelb — 1982
• Construct Validity: A Review of Basic Issues and Marketing PracticesJ. Paul Peter — 1981
• The Social Psychology of Procedural JusticeE. Allan Lind, Tom R. Tyler — 1988
• Antecedents to customer expectations for service recoveryScott W. Kelley, Mark A. Davis — 1994
• A Typology of Retail Failures and RecoveriesScott W. Kelley, K. Douglas Hoffman, Mark A. Davis — 1993
• Interactional fairness judgments: The influence of causal accountsRobert J. Bies, Debra L. Shapiro — 1987

Cited by

• Why do some business relationships persist despite dissatisfaction? a social exchange reviewVenkata Yanamandram, Lesley White — 2012
• Entscheidungsunterstützung für ein unternehmenswertorientiertes Beschwerdemanagement im Dienstleistungsbereich durch ein dynamisches SimulationsmodellMarco Meier, Benjamin Mosig, Dieter Reinwald — 2011
• Antecedents and Outcomes of Service Recovery Satisfaction in Telecommunications in Croatia Along with the Role of Image and Perceived Switching CostsAriana Nefat, Dragan Belazić, Dražan Alerić — 2012
• 'Stuff' Happens: A Theoretical Framework for Internal IS Service RecoveryMohammad S. Najjar, Aaron Kennon Smith, William J. Kettinger — 2010
• Revenge or Reconciliation? A Rejection-Based Model of Firm-Induced Relationship TerminationLucas Hopkins — 2013
• Customer Complaint Behaviour in ServiceBård Tronvoll — 2008
• Project selection A process analysisHarold Daniel, Donald J. Hempel, S. Narasimhan — 2003
• Cognitive appraisals that trigger customer rageS. Jiraporn, Paul G. Patterson, Janet R. McColl‐Kennedy — 2009
• Enabling experiences - The role of tour operators and tour leaders in creating and managing package tourism experiencesJuulia Räikkönen — 2014
• Model prihvaćanja tehnologije i putevi do online lojalnosti potrošača na tržištima u razvojuNguyễn Thị Tuyết Mai, Takahashi Yoshi, Nhâm Phong Tuân — 2013
• An Empirical Study on Relationship Marketing and its Effect on Customer SatisfactionNur Haryani, Arshad Ali — 2011
• Service recovery: Literature review and research issuesAnupam Krishna, G.S. Dangayach, Rakesh Jain — 2011
• Materielles Wohlbefinden im späten Erwachsenenalter und AlterManuela Weidekamp-Maicher — 2008
• Customers' reaction to servicescape failure and associated recovery strategy: an exploratory study in the food service industryBee‐Lia Chua, Mohhiddin Othman, Huey Chern Boo — 2009
• The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel IndustryKristen A. Riscinto-Kozub — 2008
• Word of mouth for interpersonal services : communicating valueNathalie Spielmann — 2010
• A systemic analysis of the defection process in the small parcel logistic industryDarrell J. Gualco — 2014
• Examining the Rationality of Location Data Disclosure through Mobile DevicesMark Keith, Samuel C. Thompson, Joanne E. Hale — 2012
• Did you enjoy your stay with us? : An investigation into (Dublin) Hotels own assessment of service performance and implications for customer retentionStephen F. Foster — 2013
• The Impact of Online Service Recovery on Customer Satisfaction: Empirical Evidences from Service OperationsBin Gu, Qiang Ye — 2010

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