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

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

Equity and repurchase intention following service failure

Palmer, Adrian, Beggs, Rosalind, Keown‐McMullan, Caroline·2000·Journal of Services Marketing
DOI 10.1108/08876040010347624
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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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Crossref · 10.1108/08876040010347624

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Citations

Cites

Research works printed but not linked: 40

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Metadata

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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