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Cited by 725Customer Service Quality and LoyaltyService and Product InnovationAI in Service Interactions

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

Wirtz, Jochen, Mattila, Anna S.·2004·International Journal of Service Industry Management
DOI 10.1108/09564230410532484
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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.

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Crossref · 10.1108/09564230410532484

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Citations

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Show all 51 references

Research works printed but not linked: 4

  1. 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.
  2. Churchill, G.A. Jr (1995), Marketing Research: Methodological Foundations, 6th ed., Dryden Press, Fort Worth, TX.
  3. 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.
  4. 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.

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Metadata

Authors
Wirtz, J., & Mattila, A. S.
Affiliations
  • National University of Singapore (SG)
  • Pennsylvania State University (US)
ORCID
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)
DOI
10.1108/09564230410532484
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
Licence
www.emerald.com/insight/site-policies (tdm)
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

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