Cited by 218Customer Service Quality and LoyaltyService and Product InnovationAI in Service Interactions

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Equity and repurchase intention following service failure

Palmer, Adrian, Beggs, Rosalind, Keown‐McMullan, Caroline·2000·Journal of Services Marketing

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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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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)
DOI: 10.1108/08876040010347624
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
Licence: www.emeraldinsight.com/page/tdm (tdm)
Locations: Journal of Services Marketing (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Marketing › 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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Equity and repurchase intention following service failure

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