Antecedents to Customer Expectations for Service Recovery
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Regular customers with longer past transaction histories tend to have more defined service recovery expectations.
“The support for the moderating effect of past transaction history on the process of the recovery voice effect (recovery voice → procedural justice → customer satis-faction) is based primarily on the argument that regular customers with longer past transaction histories tend to have more defined service recovery expectations (Kelley and Davis 1994).”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Kelley and Davis 1994
For customers with satisfactory past experiences or customers who are loyal, expectations for recovery tend to be high.
“Thus, for customers with satisfactory past experiences or customers who are loyal, expectations for recovery tend to be high, which makes the process of complaint handling highly important (Kelley and Davis 1994;Tax, Brown, and Chandrashekaran 1998).”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Kelley and Davis 1994
Cites
On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163 · see citing works
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777 · see citing works
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Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765 · see citing works
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196 · see citing works
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583 · see citing works
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 · see citing works
An investigation into the switching process in retail banking services
Colgate, M., & Hedge, R. (2001) · International Journal of Bank Marketing · doi:10.1108/02652320110400888 · Cited by 273 · see citing works
Donor Trust and Relationship Commitment in the U.K. Charity Sector: The Impact on Behavior
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Karande, K., Magnini, V. P., & Tam, L. (2007) · Journal of Service Research · doi:10.1177/1094670507309607 · Cited by 176 · see citing works
A model of customer retention of dissatisfied business services customers
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Motivations and relationship outcomes: The mediating role of trust and satisfaction
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- Authors
- Kelley, S. W., & Davis, M. A.
- Affiliations
- University of Kentucky (US)
- ORCID
- Davis, M. A.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 1994-01-01
- Volume
- 22
- Issue
- 1
- Pages
- 52-61
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W2021606694
- Cited by
- 673
- References
- 2
- Citations by year
- 2026: 6 · 2025: 6 · 2024: 18 · 2023: 21 · 2022: 16 · 2021: 18 · 2020: 20 · 2019: 20 · 2018: 22 · 2017: 23 · 2016: 22 · 2015: 35 · 2014: 51 · 2013: 40 · 2012: 28
- FWCI
- 8.88
- 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
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- service recovery, customer expectations, service quality, customer satisfaction, organizational commitment, antecedents, conceptual model
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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.
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