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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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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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Matching service failures and recovery options toward satisfaction
The Service Industries Journal, 2018Service failures are inevitable in any service delivery process that establishes the need for a good service recovery.
Victor John M. Cantor, Richard C. Li
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Service Recovery Satisfaction in the Government and Private Hospitals
Medical Research Archives, 2022Purpose: The present study was undertaken to examine the service recovery satisfaction in the government and private hospitals by using the conceptual framework of justice theory. The study examines the reasons of service failure and the relationship between the demographic factors and the patient care facilities available in the hospitals. Methodology:
Muskan Gupta, Pooja Arora, Anand Sharma
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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, Feng Zhuo
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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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Reshaping Service Recovery System Based On Customer Satisfaction
2007 International Conference on Wireless Communications, Networking and Mobile Computing, 2007Under the framework of resource exchange theory, this article develops a model of customer satisfaction after service recovery. The model integrates different service failure attributes and service recovery methods to explain the forming process of customer satisfaction after service recovery.
Yi Wang, Rong Chen, Yan Wang, Ping Zhao
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Service recovery satisfaction in offline and online experiences
Marketing Intelligence & 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.
Raphael Odoom +2 more
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Customer satisfaction antecedents within service recovery context
Nankai Business Review International, 2012Purpose – The intense queuing phenomenon in Chinese banks has been a critical issue for bank managers for a long time, especially in big cities, which increases the possibility of customer dissatisfaction. Against this background, the purpose of this paper is to explore the antecedents of post‐recovery satisfaction within China's “Big 4” commercial ...
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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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