Results 221 to 230 of about 114,235 (264)
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Modeling Structure of Customer Satisfaction with Service Recovery
2010 International Conference on Service Sciences, 2010The research results from the attribution theory, equity theory and expectation theory in service recovery have heavy impacts on understanding customer satisfaction with service recovery performance. In this work, the causal relations among these theories are analyzed with influence diagram.
Hua Yuan, Yu Qian 0003, Feng Zhuo
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Effects of Justice on Service Recovery Satisfaction
2010 International Conference on Management and Service Science, 2010This study reviews literatures currently available on the effects of perceived justice on service recovery satisfaction, especially on their relative weight. Based on justice theory, we propose hypotheses in the model of service recovery satisfaction and empirically examine them in restaurant industry.
Zongjun Song, Shenghua Jia
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Service recovery: Impact on satisfaction and intentions
Journal of Services Marketing, 1995Examines 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.
Richard A. Spreng +2 more
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Participant Satisfaction with Wellness Recovery Action Plan (WRAP)
Issues in Mental Health Nursing, 2013Outpatient programs are often promoted as vehicles for mental health recovery. Yet, few programs include patients' perspectives about their satisfaction with these programs. This descriptive, cross-sectional survey investigated patients' satisfaction with Wellness Recovery Action Plan (WRAP).
Jessica M, Wilson +2 more
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Quality of life and patient satisfaction with enhanced recovery protocols
Colorectal Disease, 2010AbstractAim The aim of this study was to systematically review the literature on the influence of enhanced recovery after surgery (ERAS) protocols and health related quality of life (HQoL) and patient satisfaction.Method A systematic review of the literature from January 1990 to February 2009 was undertaken.
S, Khan +4 more
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Patient Satisfaction Is Improved With Exposure to Trauma Recovery Services
Journal of the American Academy of Orthopaedic Surgeons, 2019Introduction: The purpose of this study is to assess the impact of Trauma Recovery Services (TRS), a program facilitating engagement and recovery on satisfaction after orthopaedic trauma. Methods: Two hundred ninety-four patients with surgically managed extremity fractures were ...
Natasha M, Simske +4 more
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Antecedents to satisfaction with service recovery
European Journal of Marketing, 2000Building on disconfirmation theory, equity theory and affect‐balance theory, considers antecedents to satisfaction with service recovery. A theoretical model is proposed and tested empirically based on a cross‐sectional national sample of 201 dissatisfied customers complaining of services.
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Customer satisfaction with service recovery
Journal of Business Research, 2009Abstract This commentary is about the article, “Satisfaction with Service Recovery: Perceived Justice and Emotional Responses” (Rio-Lanza, Vazquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce.
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Service recovery satisfaction in offline and online experiences
Marketing Intelligence and Planning, 2019Purpose Given that the peculiar nature of the internet has introduced new dimensions of service delivery as well as new dimensions of service failures and recovery, the purpose of this paper is to investigate and compare the relationships between recovery strategies and recovery satisfaction within offline and online settings.
Raphaël Odoom, Robert E Hinson
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Recovery Voice and Satisfaction After Service Failure
Journal of Service Research, 2007Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the ...
Karande, Kiran +2 more
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