The DOI matches its Crossref record; 60 of the 60 references it cites were found in a registry or an index.
Service Recovery Paradox: A Meta-Analysis
Abstract
The Service Recovery Paradox (SRP) has emerged as an important effect in the marketing literature. However, empirical research testing the SRP has produced mixed results, with only some studies supporting this paradox. Because of these inconsistencies, a meta-analysis was conducted to integrate the studies dealing with the SRP and to test whether studies' characteristics influence the results. The analyses show that the cumulative mean effect of the SRP is significant and positive on satisfaction, supporting the SRP, but nonsignificant on repurchase intentions, word-of-mouth, and corporate image, suggesting that there is no effect of the SRP on these variables. Additional analyses of moderator variables find that design (cross-sectional versus longitudinal), subject (student versus nonstudent), and service category (hotel, restaurant, and others) influence the effect of SRP on satisfaction. Finally, implications for managers and directions for future research are presented.
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Cites
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Cited by
Kau, A., & Wan‐Yiun Loh, E. (2006) · Journal of Services Marketing · doi:10.1108/08876040610657039 · Cited by 507
Stimuli–organism-response framework: A meta-analytic review in the store environment
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The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda
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The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
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Roschk, H., Loureiro, S. M. C., & Breitsohl, J. (2017) · Journal of Retailing · doi:10.1016/j.jretai.2016.10.001 · Cited by 267
Metadata
- Authors
- de Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2007-08
- Volume
- 10
- Issue
- 1
- Pages
- 60-77
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W1999514648
- Cited by
- 329
- References
- 60
- FWCI
- 3.00
- Type
- journal article
- Language
- en
- Open access
- closed
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- de Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service Recovery Paradox: A Meta-Analysis. Journal of Service Research. https://doi.org/10.1177/1094670507303012
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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.
