The DOI matches its Crossref record; 45 of the 45 references it cites were found in a registry or an index.
An experimental study of service recovery options
Abstract
As the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery are receiving increased attention. Yet, much of the literature is based on anecdotal accounts rather than theoretical conceptualizations or rigorous empirical assessment. At least one retailing study has shown that more than 70 per cent of customers who complain can be persuaded to continue shopping with the offending retailer provided that some effort is made to recover. Little, however, is known about which strategies to employ or how these strategies interact to influence customer perceptions and attitudes, especially in a services environment. Assesses, from a management perspective, the impact three service recovery options (decisions) can have on customer satisfaction: time/speed; level of atonement; and who should be involved in service recovery. Finds that level of atonement (a tangible offering) emerged as the most dominant main effect followed by time/speed, while the organizational position of the person involved in service recovery was not significant as a main effect.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292
Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.
Tullock, G., & Hirschman, A. O. (1970) · The Journal of Finance · doi:10.2307/2325604 · Cited by 10,904
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
Zero defections: quality comes to services.
Reichheld, F. F., & Sasser, W. E. (1990) · PubMed · Cited by 5,373
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.1177/002224299005400206 · Cited by 4,943
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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Cronin, J. J., & Taylor, S. A. (1994) · Journal of Marketing · doi:10.1177/002224299405800110 · Cited by 3,139
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Cited by
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525
A meta-analysis of satisfaction with complaint handling in services
Orsingher, C., Valentini, S., & de Angelis, M. (2010) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0155-z · Cited by 375
Service Recovery Paradox: A Meta-Analysis
de Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007) · Journal of Service Research · doi:10.1177/1094670507303012 · Cited by 329
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 322
Karatepe, O. M. (2006) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2004.12.008 · Cited by 304
Metadata
- Authors
- Boshoff, C.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1997-05-01
- Volume
- 8
- Issue
- 2
- Pages
- 110-130
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1976543439
- Cited by
- 451
- References
- 45
- FWCI
- 7.66
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
