The DOI matches its Crossref record; 43 of the 44 references it cites were found in a registry or an index.
Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
Abstract
As in other social exchanges, cultural norms and values are likely to influence customers’ perceptions of fairness and satisfaction with the service recovery process. This study contrasts the impact of two recovery attributes (compensation and explanation) on customers’ postrecovery perceptions in a cross-cultural context (East-Asia versus United States). The results from this experimental study indicate that compensation seems to drive customers’ fairness perceptions, in particular with American consumers. Offering an explanation for the failure had a positive impact on customer perceptions regardless of the customer’s cultural orientation. Finally, the study’s findings show that perceived fairness is directly linked to postrecovery satisfaction.
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“Many service recovery studies have pointed out that customer reactions to service failure depend on what is done to fix problems (outcomes), as well as how they are resolved (processes) (e.g., Mattila and Patterson 2004;Sparks and McColl-Kennedy 2001).”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Mattila and Patterson 2004
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Metadata
- Authors
- Mattila, A. S., & Patterson, P. G.
- Affiliations
- Pennsylvania State University (US)
- UNSW Sydney (AU)
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2004-05
- Volume
- 6
- Issue
- 4
- Pages
- 336-346
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2153088094
- Cited by
- 325
- References
- 44
- Citations by year
- 2026: 12 · 2025: 13 · 2024: 9 · 2023: 20 · 2022: 13 · 2021: 9 · 2020: 19 · 2019: 27 · 2018: 23 · 2017: 18 · 2016: 18 · 2015: 14 · 2014: 13 · 2013: 16 · 2012: 10
- FWCI
- 13.72
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Service Research (publishedVersion)
- 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 recovery, perceived fairness, compensation, explanation, collectivist culture, individualistic culture, cross-cultural comparison, East Asia, United States, customer satisfaction, cultural values
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 ›
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