The DOI matches its Crossref record; 50 of the 51 references it cites were found in a registry or an index.
Consumer responses to compensation, speed of recovery and apology after a service failure
Abstract
This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post‐recovery satisfaction and behavioral responses (repatronage intent and negative word‐of‐mouth) in a service failure context that does not involve monetary costs to the consumer. Our results indicate that recovery outcomes (e.g. compensation), procedures (e.g. speed of recovery) and interactional treatment (e.g. apology) have a joint effect on post‐recovery satisfaction. Specifically, our findings suggest that compensation may not enhance satisfaction when the recovery process is well‐executed (an immediate response combined with an apology). Similarly, compensation failed to lessen dissatisfaction with a poor recovery process (a delayed response without apology). It thus seems that compensation is a poor substitute for a good recovery process. However, offering compensation was effective in increasing satisfaction in mixed‐bag recovery situations (delayed recovery with an apology, or immediate recovery without apology). Furthermore, we found that service recovery satisfaction acted as a full mediator between service recovery attributes (compensation, recovery speed and apology) and behavioral intentions (repurchase intent and negative WOM). Finally, our findings suggest that consumer attributions for stability and controllability for the failure vary across recovery efforts. Managerial implications for these findings are discussed.
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“It is also demonstrated that post-complaint satisfaction partly mediates the relationship between justice perceptions and customer behavioral intentions (Maxham III and Netemeyer 2002) and completely mediates the relationship between organizational responses and customer behavioral intentions (Wirtz and Mattila 2004).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Wirtz and Mattila 2004
In the citing paper
“It is also demonstrated that post-complaint satisfaction partly mediates the relationship between justice perceptions and customer behavioral intentions (Maxham III and Netemeyer 2002) and completely mediates the relationship between organizational responses and customer behavioral intentions (Wirtz and Mattila 2004).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Wirtz and Mattila 2004
In the citing paper
“and satisfaction (Mattila, Cho, and Ro 2009; Wirtz and Mattila 2004)”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Wirtz and Mattila 2004
Citations
Cites
(1979) · Medical Entomology and Zoology · Cited by 11,252
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Satisfaction: a behavioral perspective on the consumer
Oliver, R. L. (2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.2307/1251871 · Cited by 5,125
Book Review: Forum Marketing Research: Methodological Foundations
Ferguson, C. E., El-Dirghami, A., & Churchill, G. A. (1977) · Journal of Marketing Research · doi:10.2307/3151081 · Cited by 4,348
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.50.18024 · Cited by 3,035
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study
Richins, M. L. (1983) · Journal of Marketing · doi:10.1177/002224298304700107 · Cited by 1,803
Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts.
Greenberg, J. (1990) · Journal of Applied Psychology · doi:10.1037/0021-9010.75.5.561 · Cited by 1,742
Research works printed but not linked: 4
- Brockner, J. and Wisenfeld, B. (1993), “Living on the edge: the effects of layoffs on those who remain”, in Murnighan, J.K. (Ed.), Social Psychology in Organizations: Advances in Theory and Research, Prentice‐Hall, Englewood Cliffs, NJ, pp. 119‐40.
- Churchill, G.A. Jr (1995), Marketing Research: Methodological Foundations, 6th ed., Dryden Press, Fort Worth, TX.
- Cropanzano, R. and Folger, R. (1991), “Procedural justice and worker motivation”, in Steers, R. and Porter, L. (Eds), Motivation and Work Behavior, McGraw‐Hill, New York, NY.
- Folger, R. (1993), “Reactions to mistreatment in work”, in Murnighan, J.K. (Ed.), Social Psychology in Organizations: Advances in Theory and Research, Prentice‐Hall, Englewood Cliffs, NJ, pp. 161‐83.
Cited by
Sorted by citations
Items 101–200 of 725
Shams, G., Rather, R. A., Rehman, M. A., & Lodhi, R. N. (2020) · International Journal of Culture Tourism and Hospitality Research · doi:10.1108/ijcthr-04-2020-0079 · Cited by 74
Error management at different organizational levels – Frontline, manager, and company
Guchait, P., Kim, M. G., & Namasivayam, K. (2011) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2011.04.007 · Cited by 69
Byun, J., & Jang, S. S. (2019) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2019.1567432 · Cited by 68
“Lastly, scenario-based experiments have already been successfully used in many previous service failure studies (e.g. Mattila, 2004; Namkung & Jang, 2010; Wirtz & Mattila, 2004).”
BackgroundMethodInfluentialNo laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations
Kobel, S., & Groeppel‐Klein, A. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.04.034 · Cited by 62
Assessing poor quality service: perceptions of customer service representatives
Helms, M. M., & Mayo, D. T. (2008) · Managing Service Quality · doi:10.1108/09604520810920095 · Cited by 62
Al-Dmour, R., AlShaar, F., Al-Dmour, H. H., Masa’deh, R. M. T., & Alshurideh, M. T. (2021) · Studies in systems, decision and control · doi:10.1007/978-3-030-67151-8_19 · Cited by 60
Kim, M. G., Lee, C.-H., & Mattila, A. S. (2014) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2014.896762 · Cited by 59
“This method is widely used in service encounter research (Namkung, Jang, & Choi, 2011; Wirtz & Mattila, 2004) and enhances the internal validity of study findings.”
MethodSelf-citationLii, Y., & Lee, M. (2012) · Managing Service Quality · doi:10.1108/09604521211198083 · Cited by 61
Complex service recovery processes: how to avoid triple deviation
Edvardsson, B., Tronvoll, B., & Höykinpuro, R. (2011) · Managing Service Quality · doi:10.1108/09604521111146234 · Cited by 59
“Our study reinforces what Wirtz and Tomlin (2000) note: the critical role of time and timing in service recovery processes.”
When Robot (Vs. Human) Employees Say “Sorry” Following Service Failure
Wang, X., Hwang, Y., & Guchait, P. (2023) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2021.2017812 · Cited by 60
“Three attributes of service recovery correspond with these dimensions of justice: monetary compensation (distributive justice), speed of response (procedural justice), and apology (interactional justice) (Roschk et al., 2013; Wirtz & Mattila, 2004).”
BackgroundThe Desired Qualities of Customer Contact Employees in Complaint Handling Encounters
Gruber, T., Szmigin, I. T. D., & Voss, R. (2006) · Journal of Marketing Management · doi:10.1362/026725706777978721 · Cited by 58
“Recent work by Wirtz and Mattila (2004) found that satisfaction acts as a mediator variable between post-recovery behaviours (negative word-ofmouth communication and repurchase intention) and service recovery dimensions.”
BackgroundExplaining satisfaction in double deviation scenarios: the effects of anger and distributive justice
Casado‐Díaz, A. B., Ruiz, F. M., & Kasper, H. D. P. (2007) · International Journal of Bank Marketing · doi:10.1108/02652320710772970 · Cited by 57
Vázquez‐Casielles, R., Argüelles, V. I., & Neira, C. V. (2011) · Service Industries Journal · doi:10.1080/02642069.2010.511187 · Cited by 57
“…does not carry out this activity) will experience more favourable responses from the customers (Bitner, 1990; Bitner, Booms, & Tetreault, 1990; Harris, Grewal, Mohr, & Bernhardt, 2006; Hoffman, Kelley, & Chung, 2003; Smith & Bolton, 1998, 2002; Smith, Bolton, & Wagner, 1999; Wirtz & Mattila, 2004).”
Jeong, M., & Lee, S. (2017) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-09-2016-0049 · Cited by 56
Lee, J., Kim, J., Hwang, J., & Cui, Y. G. (2020) · Tourism Management · doi:10.1016/j.tourman.2020.104279 · Cited by 56
The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity
Kim, N., & Ulgado, F. M. (2012) · Journal of Services Marketing · doi:10.1108/08876041211223960 · Cited by 58
Mohd‐Any, A. A., Mutum, D. S., Ghazali, E. M., & Mohamed-Zulkifli, L. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-10-2018-0223 · Cited by 61
An Empirical Investigation of Company Response to Data Breaches
Nikkhah, H. R., & Grover, V. (2022) · MIS Quarterly · doi:10.25300/misq/2022/16609 · Cited by 55
Hwang, J., & Wen, L. (2009) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110910975945 · Cited by 55
“When respondents are unable to project themselves into the imaginary situations, they may not respond as they would in a real-life service encounter (Wirtz and Mattila, 2004).”
BackgroundZhu, Y., Zhang, J., & Wu, J. (2023) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-06-2021-0164 · Cited by 56
Wu, H. Y., Deng, Z., Wang, B., & Wu, T. (2019) · Information & Management · doi:10.1016/j.im.2019.103230 · Cited by 53
The effects of customer age and recovery strategies in a service failure setting
Neira, C. V., Vázquez‐Casielles, R., & Argüelles, V. I. (2010) · Journal of Financial Services Marketing · doi:10.1057/fsm.2010.2 · Cited by 54
The role of employee emotional competence in service recovery encounters
Fernandes, T., Morgado, M., & Rodrigues, M. A. (2018) · Journal of Services Marketing · doi:10.1108/jsm-07-2017-0237 · Cited by 56
The role of self-service technologies in restoring justice
Mattila, A. S., Cho, W., & Ro, H. (2010) · Journal of Business Research · doi:10.1016/j.jbusres.2010.02.014 · Cited by 58
Self-citationService failure and service recovery: A hybrid review and research agenda
Sahaf, T. M., & Fazili, A. I. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12974 · Cited by 65
Akinci, S., & Aksoy, Ş. (2019) · Tourism Management Perspectives · doi:10.1016/j.tmp.2019.05.002 · Cited by 54
An integrated service recovery system (ISRS)
Vijande, M. L. S., Díaz‐Martín, A. M., Álvarez, L. S., & Lanza, A. B. D. R. (2013) · European Journal of Marketing · doi:10.1108/03090561311306994 · Cited by 55
“However, corrective actions do not guarantee that the failure has been completely dealt with and will not recur (Schoefer and Ennew, 2005; Wirtz and Mattila, 2004).”
BackgroundService recovery for moderate and high involvement services
Bambauer-Sachse, S., & Rabeson, L. E. (2015) · Journal of Services Marketing · doi:10.1108/jsm-05-2014-0155 · Cited by 54
Fu, H., Wu, D. C., Huang, S. S., Song, H., & Gong, J. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.01.006 · Cited by 52
Zhu, J., Chang, Y., Ku, C., Li, S. Y., & Chen, C. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.11.007 · Cited by 50
Instructor Responses to Rhetorical Dissent: Student Perceptions of Justice and Classroom Outcomes
Holmgren, J. L., & Bolkan, S. (2013) · Communication Education · doi:10.1080/03634523.2013.833644 · Cited by 50
“Though response satisfaction has been found to mediate the impact of justice on outcomes in previous studies (Kim et al., 2009; Wirtz & Mattila, 2004), the same was not true in our investigation.”
BackgroundResultEffectiveness of recovery actions on deviant customer behavior—The moderating role of gender
Boo, H. C., Mattila, A. S., & Tan, C. Y. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.06.005 · Cited by 54
Self-citationSommovigo, V., Setti, I., & Argentero, P. (2019) · Sustainability · doi:10.3390/su11010285 · Cited by 49
Zhao, H., Jiang, L., & Su, C. (2020) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2019.11.001 · Cited by 49
Gruber, T., & Frugone, F. (2011) · Journal of service management · doi:10.1108/09564231111155097 · Cited by 51
“Conversely, Wirtz and Mattila (2004) argue that compensation may neither alleviate the effects of a poor recovery effort nor increase the levels of satisfaction when a good recov ry process has taken place.”
BackgroundService recovery: Literature review and research issues
Krishna, A., Dangayach, G. S., & Jain, R. (2011) · Journal of Service Science Research · doi:10.1007/s12927-011-0004-8 · Cited by 48
Analyzing Factorial Data Using PLS: Application in an Online Complaining Context
Streukens, S., Wetzels, M. G. M., Daryanto, A., & de Ruyter, K. (2009) · Springer eBooks · doi:10.1007/978-3-540-32827-8_25 · Cited by 54
“This is congruent with the existing literature (e.g. Maxham and Netemeyer 2002; Wirtz and Mattila 2004) on service recovery, which states that satisfaction mediates the positive impact of justice perceptions on repurchase intentions and the intention to engage in word of mouth.”
ResultWhat drives customer engagement after a service failure? The moderating role of customer trust
Honora, A., Chih, W., & Ortiz, J. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12939 · Cited by 50
Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction
Fang, Z., Luo, X., & Jiang, M. (2012) · Journal of Service Research · doi:10.1177/1094670512445504 · Cited by 49
The impact of switching costs on customer complaint behavior and service recovery evaluation
Bergel, M., & Brock, C. (2018) · Journal of Service Theory and Practice · doi:10.1108/jstp-02-2017-0035 · Cited by 49
Prokop, C., & Tepe, M. (2021) · Public Administration · doi:10.1111/padm.12739 · Cited by 53
“While monetary compensation is a common recovery instrument in the private and semiprivate sector (e.g., Wirtz & Mattila 2004), monetary compensation for service failure is barely used in core public administration domains.”
BackgroundService recovery: a method for assessing performance
Battaglia, D., Borchardt, M., Sellitto, M. A., & Pereira, G. M. (2012) · Business Process Management Journal · doi:10.1108/14637151211283366 · Cited by 45
Susskind, A. M., & Viccari, A. (2011) · Cornell Hospitality Quarterly · doi:10.1177/1938965511419844 · Cited by 47
Attribution of Inappropriate Visitor Behavior in a Theme Park Setting – A Conceptual Model
Tsang, N., Prideaux, B., & Lee, L. (2016) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1084976 · Cited by 41
“The controllability dimension reflects the extent to which an individual believes the failure could be prevented (Wirtz & Mattila, 2004).”
BackgroundWenzel, S., & Benkenstein, M. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.06.001 · Cited by 43
How Does Religion Affect Consumer Response to Failure and Recovery by Firms?
Hyodo, J. D., & Bolton, L. E. (2020) · Journal of Consumer Research · doi:10.1093/jcr/ucaa043 · Cited by 46
Gruber, T., Szmigin, I. T. D., & Voss, R. (2009) · Journal of Services Marketing · doi:10.1108/08876040910985889 · Cited by 46
“Wirtz and Mattila (2004) found that satisfaction is the main variable in service recovery, acting as a mediator variable and explaining the relationship between post-recovery behaviors (negative word-of-mouth communication and repurchase intention) and service recovery dimensions.”
BackgroundGohary, A., Hamzelu, B., Pourazizi, L., & Hanzaee, K. H. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.03.016 · Cited by 45
“Distributive justice in service recovery is measured by “justice”, “fairness”, “need”, “value”, and “reward” of outcomes (Chebat and Slusarczyk, 2005; Smith et al., 1999; Wirtz and Mattila, 2004).”
The impacts of hotels’ error management culture on customer engagement behaviors (CEBs)
Wei, W., Hua, N., Fu, X., & Guchait, P. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-04-2016-0226 · Cited by 45
Olson, E. D., & Ro, H. (2020) · Cornell Hospitality Quarterly · doi:10.1177/1938965519892902 · Cited by 54
“Justice-based frameworks have often been used in investigating a company’s efforts toward complainers to restore their satisfaction in the face-to-face service recovery literature (e.g., Schoefer & Ennew, 2005; Sparks & McColl-Kennedy, 2001; Wirtz & Mattila, 2004).”
BackgroundInfluentialBambauer-Sachse, S., & Rabeson, L. E. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2014.08.001 · Cited by 49
Analysis of the moderating role of the gender variable in service recovery processes
Cambra-Fierro, J., Berbel-Pineda, J., Ruiz-Benítez, R., & Vázquez-Carrasco, R. (2013) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.11.008 · Cited by 43
Examining stealing thunder as a new service recovery strategy: impact on customer loyalty
Guchait, P., Han, R., Wang, X., Abbott, J., & Liu, Y. (2019) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-02-2018-0127 · Cited by 44
Nazifi, A., Gelbrich, K., Grégoire, Y., Koch, S., El-Manstrly, D. A., & Wirtz, J. (2020) · Journal of Service Research · doi:10.1177/1094670520933683 · Cited by 46
“From a theoretical perspective, overbooking is also critical, as compensation should reimburse customers not only for their missed flight but also for the hassle associated with their eviction (Wirtz and Mattila 2004).”
BackgroundSelf-citationConsumer Complaining Behavior in Developing Countries: The Case of Brazil
Fernandes, D. V. D. H., & dos Santos, C. P. (2007) · The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior · Cited by 44
Byun, J., & Jang, S. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-03-2016-0167 · Cited by 41
Das, S., Mishra, A., & Cyr, D. (2019) · Decision Support Systems · doi:10.1016/j.dss.2019.113130 · Cited by 53
Mattila, A. S., Cho, W., & Ro, H. (2009) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400902862002 · Cited by 49
“Previous research has shown that these two recovery efforts jointly influence post-recovery satisfaction (e.g., Goodwin & Ross 1992; Mattila, 2001; Sparks & McColl-Kennedy, 2001; Wirtz & Mattila, 2004).”
BackgroundSelf-citationService recovery by AI or human agents: Do failure and strategy context matter?
Fürst, A., Trißler, L., Friedrich, R., & Wirtz, J. (2025) · Journal of Service Management · doi:10.1108/josm-04-2024-0190 · Cited by 42
Self-citationRole of brand attachment in customers’ evaluation of service failure
Torres, J. L. S., Rawal, M., & Bagherzadeh, R. (2020) · Journal of Product & Brand Management · doi:10.1108/jpbm-03-2019-2293 · Cited by 48
Zhu, T., Liu, B., Song, M., & Wu, J. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.658153 · Cited by 42
Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery
Peinkofer, S. T., Esper, T. L., Smith, R. J., & Williams, B. D. (2021) · Journal of Business Logistics · doi:10.1111/jbl.12294 · Cited by 44
Critical success factors in gaining user customer satisfaction in outsourced IT services
Bairi, J., & Manohar, B. M. (2011) · Journal of Enterprise Information Management · doi:10.1108/17410391111166530 · Cited by 41
“Employee training programs should focus on the importance of the interactional and procedural dimensions of fairness on customer satisfaction ( Wirtz and Mattila, 2004”
BackgroundEmerging trend of coffee cafe in Pakistan: factors affecting revisit intention
Islam, T., Ahmed, I., Ali, G., & Ahmer, Z. (2019) · British Food Journal · doi:10.1108/bfj-12-2018-0805 · Cited by 36
A pathway to consumer forgiveness in the sharing economy: The role of relationship norms
Shuqair, S., Pinto, D. C., So, K. K. F., Rita, P., & Mattila, A. S. (2021) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2021.103041 · Cited by 41
Self-citationAn Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach
Smith, J. S., Fox, G. L., & Ramirez, E. (2010) · Journal of Service Research · doi:10.1177/1094670510375104 · Cited by 41
Bradley, G. L., McColl‐Kennedy, J. R., Sparks, B., Jimmieson, N. L., & Zapf, D. (2010) · Research on emotion in organizations · doi:10.1108/s1746-9791(2010)0000006013 · Cited by 40
“Indeed, justice is probably the dominant theoretical framework applied to service recovery (Wirtz & Mattila, 2004).”
BackgroundMcQuilken, L. (2010) · Australasian Marketing Journal (AMJ) · doi:10.1016/j.ausmj.2010.07.003 · Cited by 42
“…would be foolish to rely solely on guarantee compensation to recover from a service failure (Björlin-Lidén and Skålén, 2003; Davidow, 2003; Wirtz and Mattila, 2004); consumers will continue to be dissatisfied if the problem that caused the dissatisfaction remains unresolved (Boshoff and…”
BackgroundWang, K.-Y., Chih, W., Hsu, L., & Lin, W.-C. (2020) · Journal of service management · doi:10.1108/josm-09-2018-0299 · Cited by 40
Developing effective service compensation strategies
Huang, W., & Lin, T. (2011) · Journal of service management · doi:10.1108/09564231111124226 · Cited by 39
“These findings have not been found previously, because in much past work, the focus for service recovery has been on the relative importance of the three justice dimensions (distributive, procedural, and interactional) and their influence on customer service evaluations (Blodgett et al., 1997; Goodwin and Ross, 1992;…”
BackgroundManika, D., Papagiannidis, S., & Bourlakis, M. (2016) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2016.01.004 · Cited by 41
How luxury restaurants will enhance the concept of guest delight
Panchapakesan, P., Amin, M., & Herjanto, H. (2021) · Journal of Hospitality and Tourism Insights · doi:10.1108/jhti-10-2020-0198 · Cited by 39
Seo, S., Wu, X., & Choi, J. (2024) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2024.103723 · Cited by 39
Guchait, P., Lee, C.-H., Wang, C., & Abbott, J. (2015) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2015.1008395 · Cited by 43
Cui, Y., Xuehe, Z., Peng, X., & Chu, J. (2018) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2018.11.001 · Cited by 39
Wang, I.-A., Chen, P., & Chi, N. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.08.037 · Cited by 38
Chatbots in complaint handling: the moderating role of humor
Park, J. E., Fan, A., & Wu, L. L. (2024) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2024-0762 · Cited by 41
Service recovery satisfaction in offline and online experiences
Odoom, R., Agbemabiese, G. C., & Hinson, R. E. (2019) · Marketing Intelligence & Planning · doi:10.1108/mip-09-2018-0422 · Cited by 39
Elbaz, A. M., Soliman, M. S. A., Al-Alawi, A. N., Al‐Romeedy, B. S., & Mekawy, M. A. (2022) · Tourism Review · doi:10.1108/tr-03-2022-0108 · Cited by 37
Lack of preferential treatment: effects on dissatisfaction after a service failure
Neira, C. V., Vázquez‐Casielles, R., & Argüelles, V. I. (2010) · Journal of service management · doi:10.1108/09564231011025119 · Cited by 38
Thomassen, J.-P., Leliveld, M. C., de Walle, S. V., & Ahaus, K. (2017) · Public Administration · doi:10.1111/padm.12339 · Cited by 36
“The results show that monetary compensation is a powerful instrument to restore customers’ perceived loss and contribute to the restoration of satisfaction after a service failure; an effect already found in private settings (e.g., Wirtz and Mattila 2004) and now confirmed in public settings.”
Glikson, E., Rees, L. L., Wirtz, J., Kopelman, S., & Rafaeli, A. (2019) · Journal of Service Research · doi:10.1177/1094670519838623 · Cited by 37
Self-citationKim, Y. S., & Baker, M. A. (2019) · Cornell Hospitality Quarterly · doi:10.1177/1938965519857539 · Cited by 36
“…the tangible compensation condition, the hotel offered an additional 20% off discount meal coupon, whereas in the absence of the tangible compensation condition, there was no additional material benefit based on manipulations from previous studies (Roschk & Gelbrich, 2017; Wirtz & Mattila, 2004).”
BackgroundMethodInvestigating the Key Routes to Customers’ Delightful Moments in the Hotel Context
Lee, S. A., & Shea, L. J. (2014) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2014.925840 · Cited by 36
“Prompt and appropriate service recovery strategies are critical to meet customers’ expectations and provide the opportunity to delight them when service failure occurs (Wirtz & Mattila, 2004).”
BackgroundRETRACTED: Online Consumer Complaints About Southeast Asian Luxury Hotels
Memarzadeh, F., & Chang, H. J. (2014) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2014.893222 · Cited by 36
“Hoteliers should reduce service failures by carefully choosing staff members (Wirtz & Mattila, 2004).”
BackgroundRetractedSchweiggart, N., Shah, A. M., Qayyum, A., & Jamil, R. A. (2025) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2025.2471492 · Cited by 43
“Moreover, adopting apology-based communication models can help repair reputational damage and restore social harmony (Wirtz & Mattila, 2004).”
The Unintended Consequence of Price-Based Service Recovery Incentives
Kanuri, V. K., & Andrews, M. (2019) · Journal of Marketing · doi:10.1177/0022242919859325 · Cited by 37
“Moreover, boundary conditions of recovery compensation have primarily been examined using short-term attitudes such as customer attributions of failure or customer expectations of recovery (Hess, Ganesan, and Klein 2003; Wirtz and Mattila 2004).”
BackgroundThe value disruption of uncivil other-customers during online service recovery
Bacile, T. J., Krallman, A., Wolter, J. S., & Beachum, N. D. (2020) · Journal of Services Marketing · doi:10.1108/jsm-05-2019-0209 · Cited by 37
Wu, L. L., Liu, S. Q., Ma, S., & Hanks, L. (2022) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-12-2021-1559 · Cited by 37
Lii, Y., Chien, C. S., Pant, A., & Lee, M. (2013) · Journal of Applied Social Psychology · doi:10.1111/jasp.12077 · Cited by 38
Service recovery: a naturalistic decision‐making approach
Thwaites, E., & Williams, C. S. (2006) · Managing Service Quality · doi:10.1108/09604520610711945 · Cited by 35
“But this might not be the case – for example, transport delays caused by bad weather (Wirtz and Mattila, 2004).”
BackgroundDoes delaying service-failure resolution ever make sense?
Zhou, Y., Tsang, A. S. L., Huang, M., & Zhou, N. (2012) · Journal of Business Research · doi:10.1016/j.jbusres.2012.10.009 · Cited by 35
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, S., & Aghazadeh, H. (2016) · Journal of Business Research · doi:10.1016/j.jbusres.2016.03.044 · Cited by 35
Yoo, J. W., Park, J., & Park, H. (2024) · Heliyon · doi:10.1016/j.heliyon.2024.e36392 · Cited by 54
“Several studies concluded that a timely response to customer complaints and queries are effective at restoring customer satisfaction positive word-of-mouth and consequently, the firm ’ s customer interaction management capability and win-back capability [80 – 82].”
BackgroundArsenovic, J. F., Edvardsson, B., Otterbring, T., & Tronvoll, B. (2022) · Marketing Letters · doi:10.1007/s11002-021-09611-6 · Cited by 34
“…have shown it to be effective if performed under the right conditions, depending on who is responsible for the problem and the effectiveness of the recovery procedure, including how long after the failure the customer is reimbursed (Grewal et al., 2008; Hogreve et al., 2017; Wirtz & Mattila, 2004).”
BackgroundDelicate Snowflakes and Broken Bonds: A Conceptualization of Consumption-Based Offense
Liu, P. J., Lamberton, C. P., Bettman, J. R., & Fitzsimons, G. J. (2018) · Journal of Consumer Research · doi:10.1093/jcr/ucy051 · Cited by 34
Mapping the service recovery research landscape: A bibliometric‐based systematic review
Mir, M., Ashraf, R., Syed, T. A., Ali, S., & Nawaz, R. (2023) · Psychology and Marketing · doi:10.1002/mar.21864 · Cited by 48
Trapped in a service encounter
Fließ, S., & Volkers, M. (2019) · Journal of service management · doi:10.1108/josm-01-2019-0013 · Cited by 34
Roschk, H., Müller, J., & Gelbrich, K. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.11.002 · Cited by 33
Nikbin, D., Armesh, H., Heydari, A., & Jalalkamali, M. (2011) · Siti Hasmah Digital Library-MMU Institutiona Repository (Multimedia University) · doi:10.5897/ajbm10.1444 · Cited by 33
“Previous literature in service recovery have measured distributive justice by the “justice,” “fairness,” “need,” “value” and “reward” of outcomes (Chebat and Slusarczyk, 2005; Smith et al., 1999; Wirtz and Mattila, 2004).”
Metadata
- Authors
- Wirtz, J., & Mattila, A. S.
- Affiliations
- National University of Singapore (SG)
- Pennsylvania State University (US)
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2004-04-01
- Volume
- 15
- Issue
- 2
- Pages
- 150-166
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2062193161
- Cited by
- 725
- References
- 51
- Citations by year
- 2026: 26 · 2025: 32 · 2024: 36 · 2023: 41 · 2022: 41 · 2021: 47 · 2020: 58 · 2019: 54 · 2018: 35 · 2017: 37 · 2016: 33 · 2015: 40 · 2014: 41 · 2013: 36 · 2012: 39
- FWCI
- 21.64
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Service Industry Management (publishedVersion)
- National University of Singapore (submittedVersion)
- 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
- service failure, service recovery, compensation, recovery speed, apology, distributive fairness, procedural justice, interactional justice, consumer attributions, post-recovery satisfaction, repurchase intention, negative word-of-mouth, consumer behavior
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
