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Cited by 959Customer Service Quality and LoyaltyService and Product InnovationAI in Service Interactions

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Hess Jr., Ronald L., Ganesan, Shankar, Klein, Noreen M.·2003·Journal of the Academy of Marketing Science
DOI 10.1177/0092070302250898
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Crossref · 10.1177/0092070302250898

Cites

7 of 7 references verified0 citation errors · 0 not checkable

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  • When a customer has transacted with a firm many times in the past, the customer becomes acclimated to the consistency of the service provided and expects the regular level of performance to continue.

    “When a customer has transacted with a firm many times in the past, a history of service encounters has transpired with the provider, and the customer becomes acclimated to the consistency of the service provided by the organization and expects the regular level of performance to continue in the future (Hess, Ganesan, and Klein 2003).”

    From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Hess, Ganesan, and Klein 2003

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Authors
Hess Jr., R. L., Ganesan, S., & Klein, N. M.
Affiliations
  • University of Arizona (US)
  • Virginia Tech (US)
ORCID
Ganesan, Shankar
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2003-04-01
Volume
31
Issue
2
Pages
127-145
ISSN
  • 0092-0703 (ISSN-L)
  • 0000-0000
DOI
10.1177/0092070302250898
OpenAlex
W1970718009
Cited by
959
References
7
Citations by year
2026: 42 · 2025: 44 · 2024: 51 · 2023: 61 · 2022: 52 · 2021: 52 · 2020: 60 · 2019: 63 · 2018: 49 · 2017: 47 · 2016: 61 · 2015: 56 · 2014: 60 · 2013: 38 · 2012: 52
FWCI
21.48
Type
journal article
Language
en
Open access
closed
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
Keywords
service failure, service recovery, customer satisfaction, relational continuity, recovery expectations, causal attribution, customer expectations

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