Service recovery attributions and word‐of‐mouth intentions

Swanson, Scott R.; Kelley, Scott W.

doi:10.1108/03090560110363463

Cited by 224 publications

(165 citation statements)

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“…High tourist satisfaction contributes to enhanced reputation of tourism product providers and of the whole destination. It also increases consumer loyalty, lower cost of future transactions and reduced price elasticity [1], [2].…”

Section: A Introduce the Problemmentioning

confidence: 99%

Research on the Causal Relationship between Antecedent Factors, Tourist Satisfaction and Destination Loyalty

Zhu¹,

Zhang²

2015

JOEBM

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Abstract-The satisfaction measures are often required by a theoretical construct in system of cause-effect relationships. Many scholars consider causal linkage between the causes and results of consumer satisfaction as a key focus. However, it was shown that more than 30 factors are used in different research as antecedents and/or evaluative factors for destination satisfaction and loyalty. Thus leave room for further research in this controversial topic. The objective of this paper is to develop an acceptable theoretical model based on major established behavioral theories and attribute-level approach. The theoretical model will include intrinsic, extrinsic (brand, warranty, price) cues, quality, risk, destination image, tourist attributes and satisfaction. The model needs further research on its generality and robustness.

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Section: A Introduce the Problemmentioning

confidence: 99%

Research on the Causal Relationship between Antecedent Factors, Tourist Satisfaction and Destination Loyalty

Zhu¹,

Zhang²

2015

JOEBM

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“…It includes the store's ability to express a sincere and genuine interest in solving the customer's problem and extends to the ability of staff to handle complaints directly and immediately (Swanson and Kelley, 2001;Vàzquez et al, 2001). Unless dealt with effectively, service failures have been shown to arouse dissatisfaction and anger, leading to disastrous consequences for the store (Chang et al, 2008).…”

Section: Reliabilitymentioning

confidence: 99%

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

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Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: Purpose: Post Apartheid, the South African supermarket sector has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments.Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings:The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to store loyalty. Originality/Value:This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

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“…In contrast, Swanson and Kelley (2001) indicate that if the supplier firm initiates the service failure recovery process and customers believe the failure will not happen again, customers are likely to give positive referrals for the supplier firm. Customer service and after-sales support processes also alter the influence of positive and negative referrals on potential customers' purchase likelihood.…”

Section: Customer Service and After-sales Supportmentioning

confidence: 97%

Referral equity and referral management: the supplier firm's perspective

Hada¹,

Grewal²,

Lilien³

2010

Review of Marketing Research

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From the supplier firm's perspective, a referral is a recommendation from A (the referrer) to B (the potential customer) that B should, or should not, purchase from C (the supplier firm). Thus, as referrals are for a specific supplier firm, they should be viewed as part of the supplier firm's marketing and sales activities. We recognize three types of referralscustomer-to-potential customer referrals, horizontal referrals, and supplier-initiated referrals -that have critical roles in a potential customer's purchase decision. We develop the concept of referral equity to capture the net effect of all referrals for a supplier firm in the market. We argue that supplier firms should view referral equity as a resource that has financial value to the firm as it affects the firm's cash flows and profits. We offer strategies firms can use to manage referrals and build their referral equity and suggest a research agenda.

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Service recovery attributions and word‐of‐mouth intentions

Cited by 224 publications

References 50 publications

Research on the Causal Relationship between Antecedent Factors, Tourist Satisfaction and Destination Loyalty

Research on the Causal Relationship between Antecedent Factors, Tourist Satisfaction and Destination Loyalty

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Referral equity and referral management: the supplier firm's perspective

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