The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Antecedents to satisfaction with service recovery
Abstract
Building 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. The results suggest that perceived performance of service recovery has an impact on equity. Second, disconfirmation of expectations of service recovery and perceived fairness of outcome of service recovery have an impact on satisfaction with service recovery. Finally, negative affect caused by the initial service failure does not have an impact on satisfaction with service recovery.
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Cites
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Cited by
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525
A meta-analysis of satisfaction with complaint handling in services
Orsingher, C., Valentini, S., & de Angelis, M. (2010) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0155-z · Cited by 375
Lin, C., & Ding, C. G. (2005) · International Journal of Service Industry Management · doi:10.1108/09564230510587159 · Cited by 122
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias-Argüelles, V. (2008) · The Service Industries Journal · doi:10.1080/02642060801917612 · Cited by 103
Metadata
- Authors
- Wallin Andreassen, T.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2000-02-01
- Volume
- 34
- Issue
- 1/2
- Pages
- 156-175
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2036886280
- Cited by
- 484
- References
- 9
- FWCI
- 8.13
- Type
- journal article
- Language
- en
- Open access
- closed
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