Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Hess, Ronald L.; Ganesan, Shankar; Klein, Noreen M.

doi:10.1177/0092070302250898

Cited by 708 publications

(164 citation statements)

References 69 publications

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“…One limitation concerns the fact that participants had to imagine the scenarios in the first two studies. While researchers studying similar issues have frequently used scenarios (e.g., Bitner 1990;Hess et al 2003), one may argue that they are somewhat artificial. I attempted to achieve greater realism in Study 3 by using short films.…”

Section: Discussionmentioning

confidence: 99%

The effect of employee behavior on brand personality impressions and brand attitudes

Wentzel

2009

J. of the Acad. Mark. Sci.

103

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This research examines how consumers update their brand personality impressions and brand attitudes after interacting with one of the brand's employees. Drawing on stereotyping theory, the author develops a framework that proposes that the impact of an employee's behavior depends on how the employee is categorized. When the employee is considered primarily as an exemplar of the brand's workforce, his or her behavior is generalized more strongly to the brand. When, however, the employee is judged as a relatively unique individual (i.e., when the employee is subtyped), the behavior is not transferred to the brand to the full extent. The results of three studies provide converging evidence and show that the degree to which consumers subtype an employee is determined by the amount of information they possess about the employee, the extent to which they depend on the employee, and their motivation to form an accurate impression. The findings have direct implications for marketers interested in understanding how employees affect the brands they represent.

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Section: Discussionmentioning

confidence: 99%

The effect of employee behavior on brand personality impressions and brand attitudes

Wentzel

2009

J. of the Acad. Mark. Sci.

103

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“…Service recovery after failure may be seen as one of the essential strategies in ensuring sound company reputation, encouraging consumers to communicate positive feelings about a company (Ringberg, OdekerkerSchroder and Christensen, 2007;Aaker, Fournier and Brassel, 2004;Hui et al, 2011). Companies' efforts to reduce risk associated with a growing number of encounters could be possible determinants and desires for customers to remain loyal and continue their relationships (Hess, Ganesan and Klein, 2003).…”

Section: Process Failuresmentioning

confidence: 99%

Recovery Strategies in On-Line Service Failure

Ozuem

Lancaster

2014

Advances in Marketing, Customer Relationship Management, and E-Services

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Despite a proliferation of a number of studies on service failures and recovery in e-service settings, there is a paucity of knowledge of ways in which service failures and recovery practices are implemented in the fashion industry. Drawing on constructivist perspective, this study offers a new perspective on an effective relational mechanism that would bridge the rupture between consumers and companies particularly in the on-line fashion sector. The analysis adds to studies on service failures and recovery by elucidating recovery strategies relevant to retailers’ operations in on-line environments. This analysis advances knowledge of on-line service failures and recovery in the UK fashion industry. Findings indicate that consumer expectations of service failures and recovery are context driven, which requires companies to fine-tune their recovery strategies to improve recovery satisfaction.

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“…Quality emphasized orientation on the fulfillment of customer expectations (Joseph, 2002). Quality of service indicated relate positively with customer expectations on an ongoing basis for the foreseeable future (Klein, Ganesan, & Hess, 2003). Customer satisfaction and customer expectations is a target that is always changing in accordance with development needs, so that required the presence of a clearer picture of what customers need and like what it really is.…”

Section: Hypothesis Testing Results and Discussionmentioning

confidence: 99%

“…Quality of service is also a level of excellence of a product that their customers expect and control over the level of excellence it to the customer's wishes (Wykof in Lovelock, 1988). Customer expectations is positively related to the quality of services provided on an ongoing basis for the foreseeable future (Bitner & Hubert, 1994;Oliver, 1980Oliver, , 1997Klein, Ganesan, & Hess, 2003).…”

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confidence: 99%

Factors Affecting Loyalty Customer Services Banking Industry in East Java

Koesharijadi¹

2016

IJBM

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The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.

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Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Cited by 708 publications

References 69 publications

The effect of employee behavior on brand personality impressions and brand attitudes

The effect of employee behavior on brand personality impressions and brand attitudes

Recovery Strategies in On-Line Service Failure

Factors Affecting Loyalty Customer Services Banking Industry in East Java

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