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
Citations
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Research works printed but not linked: 4
- Brislin, R. W., W. J. Lonner, and R. M. Thorndike (1973), Cross-Cultural Research Methods. New York: John Wiley.
- Cropanzano, R. (1998), “Organizational Justice and Culture,” paper presented at the 13th annual conference of the Society for Industrial and Organizational Psychology, April Dallas, TX.
- 10.1037/0022-3514.73.5.1038 · DOI · Paper page
- Prasongsukarn, Karn and Paul G. Patterson (2001), “A Model of Service Recovery across East-West Cultures,” Australian and New Zealand Marketing Educators Conference, December, Massey University, Auckland, New Zealand.
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Kim, T. T., Kim, W. G., & Kim, H.-B. (2008) · Tourism Management · doi:10.1016/j.tourman.2008.04.003 · Cited by 649
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
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
“Mattila and Patterson (2004) found that discount and apology restored more effectively the perception of justice in America (an individualistic society) rather than in Thai and Malaysia (a collectivistic society), suggesting that the compensation, and the specific behavior of the contact personnel that has recovered t…”
BackgroundResultInfluentialThe Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Vaerenbergh, Y. V., Varga, D., Keyser, A. D., & Orsingher, C. (2018) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 334
Kuo, Y., & Wu, C.-M. (2011) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2011.09.001 · Cited by 322
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
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