An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

Abstract

Relatively little research has addressed the nature and determinants of customer satisfaction following service failure and recovery. Two studies using scenario-based experiments reveal the impact of failure expectations, recovery expectations, recovery performance, and justice on customers’ postrecovery satisfaction. Customer satisfaction was found to be lower after service failure and recovery (even given high-recovery performance) than in the case of error-free service. The research shows that, in general, companies fare better in the eyes of consumers by avoiding service failure than by responding to failure with superior recovery.

An Airport Experience Framework from a Tourism Perspective

“…Different from a typical service provider whose approach to service recovery is to eliminate service failure and gain customer satisfaction (McCollough, Berry, & Yadav, 2000), airports face a bigger challenge as they do not have much control over these aforementioned parties, apart from asking for collaboration. They are less likely to apply interactional justice, which is a method that offers service recovery through a better manner of service interaction (McColl-Kennedy & Sparks, 2003).…”

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

“…Previous studies have identified satisfaction as an antecedent of loyalty (Andreassen, 2001;Bloemer & Odekerken-Schröder, 2002;Bruner, Stocklin, & Opwis, 2008;Buttle & Burton, 2002;Cronin, Brady, & Hult, 2000;Mattila, 2004;McCullough, Berry, & Yadav 2000;Parasuraman & Grewal, 2000). Satisfaction, according to Tse & Wilton (1988) and Oliver (1980), is an evaluation made by a person between previously created expectations and the result obtained from the consumption of a product or service; i.e.…”

A disztributív igazságosság fogalmának értelmezése a szolgáltatóvállalat nézőpontjából

“…A panaszkezelés vizsgálatának a szakirodalomban leggyakrabban hivatkozott elméleti alapja az észlelt igazságosság elmélete (Maxham -Netemeyer, 2002;McCollough et al, 2000;Tax et al, 1998), ami a tár-sadalmi csere és a méltányosság elméletekhez kötődik (Homans, 1961;Walster et al, 1973).…”