Equity and repurchase intention following service failure
Abstract
Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity, for studying the effects on customers of service failure and recovery. In a study of restaurant customers, the construct of equity is found to be significantly correlated with respondents’ intention to repurchase. Significant differences in equity were observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers.
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Gender effects in the voice → satisfaction relationship have been found in the literature.
“This is very interesting, because it is contrary to the gender effects in the voice → satisfaction relationship found in the literature (e.g., McColl-Kennedy, Daus, and Sparks 2003;Palmer, Beggs, and Keown-McMullan 2000).”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Palmer, Beggs, and Keown-McMullan 2000
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“According to this literature, for example, the most serious service breakdowns involve consumers finding no record of their reservation at a hotel (Levesque and McDougall, 2000 ), receiving incorrect items by mail order or getting the wrong room key in a hotel (Palmer, Beggs and Keown‐McMullan, 2000 ).”
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The role of switching cost in the e-service recovery framework among banking customers
Jose, A., Mathew, S., G, R., Chacko, D. P., & Thomas, A. K. (2021) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-11-2020-0172 · Cited by 10 · see citing works
The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective
Noth, A., Jaroenwanit, P., & Brown, R. (2015) · Athens Journal of Business & Economics · doi:10.30958/ajbe.1-3-4 · Cited by 10 · see citing works
“…of the relationship between marketer and consumer, such as repatronage, repurchase intention and positive word of mouth (Levesque and McDougall 2000, Palmer et al. 2000) consumers are also willing to continue to engage their relationship with the marketer after perceived service recovery.”
BackgroundWhy Do Restaurant Customers Engage in Negative Word-of-Mouth?
Moliner-Velázquez, B., & Blasco, M. F. (2012) · ESIC MARKET Economic and Business Journal · doi:10.7200/esicm.142.0432.1i · Cited by 10 · see citing works
“It is a wide sector in terms of number of users and incidents, unsatisfactory experiences are easily generates in relation to individual level of involvement, and users have a critical perception and evaluation of the service results (Palmer et al., 2000).”
BackgroundWen, Y., Dai, H., Xu, X., & Tong, T. (2023) · Decision Support Systems · doi:10.1016/j.dss.2023.114125 · Cited by 9
Cognition and affect: A factors combination in clients dissatisfied with restaurants
Velázquez, B. M., Saura, I. G., & Contrí, G. B. (2010) · Journal of Retail & Leisure Property · doi:10.1057/rlp.2010.15 · Cited by 9 · see citing works
“Equity theory has received special attention in consumer satisfaction research on complaints handling and the subsequent consequences ( Liljander, 1999 ; Palmer et al , 2000 ), and is therefore a relevant approach in the study of consumer dissatisfaction.”
BackgroundThe Impact of Service Recovery Processes on Consumer Trust and Loyalty in Car Repair Services
dos Santos, C. P., & Fernandes, D. V. H. D. (2008) · Latin American Business Review · doi:10.1080/10978520802084313 · Cited by 7 · see citing works
“Instead, the most frequently utilized approach has been to test the direct (main) effects on satisfaction, trust, perceptions of justice, and levels of loyalty (e.g., Palmer et al., 2000; Richard and Adrian, 1995).”
BackgroundKonietzny, J., & Caruana, A. (2018) · International Gambling Studies · doi:10.1080/14459795.2018.1526313 · Cited by 8 · see citing works
Keeffe, D. A., Russell-Bennett, R., & Tombs, A. (2007) · Research on emotion in organizations · doi:10.1016/s1746-9791(07)03006-4 · Cited by 8 · see citing works
“For example, the three dimensions of perceived justice have been empirically linked to varying levels of word-of-mouth, satisfaction and repurchase intention (Davidow, 2003; McCollough et al., 2000; Palmer et al., 2000).”
Background
- Authors
- Palmer, A., Beggs, R., & Keown‐McMullan, C.
- Affiliations
- University of Gloucestershire (GB)
- University of Ulster (GB)
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2000-11
- Volume
- 14
- Issue
- 6
- Pages
- 513-528
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1977161855
- Cited by
- 218
- References
- 0
- Citations by year
- 2026: 3 · 2025: 7 · 2024: 7 · 2023: 10 · 2022: 4 · 2021: 5 · 2020: 9 · 2019: 10 · 2018: 13 · 2017: 9 · 2016: 9 · 2015: 13 · 2014: 14 · 2013: 10 · 2012: 11
- FWCI
- 2.95
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Services Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- equity theory, service failure, service recovery, repurchase intention, restaurant customers, demographic differences, gender differences, age differences, customer satisfaction
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