The art of service recovery: Fact or fiction?

Journal of Services Marketing

Volumn 20, Issue 3, 2006, Pages 199-207

  Hocutt, Mary Ann ^a   Bowers, Michael R ^b   Donavan, D Todd ^c  

^a SAMFORD UNIVERSITY   (United States)

^b ROLLINS COLLEGE   (United States)

^c Department of Environmental and Radiological Health Sciences   (United States)

Author keywords

Customer satisfaction; Customer service management; Service failures

Indexed keywords

EID: 33745213742     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610665652     Document Type: Article

References (51)

1. Abrams, M. and Pease, M. (1993) "Wining and dining the whiners", Sales and Marketing Management, February, pp. 73-5.
2. Andreasen, A.R. (1988) "Consumer complaints and redress: What we know and what we don't know", in Maynes, E.S. (Ed.), The Frontier of Research in the Consumer Interest, American Council on Consumer Interests, Columbia, MO.
3. Barlow, J. and Moller, C. (1996), A Complaint is a Gift: Using Customer Feedback as a Strategic Tool, Berrett-Koehler Publishers, San Francisco, CA.
4. Bell, C.R. and Ridge, K. (1992), "Service recovery for trainers", Training and Development, May, pp. 58-63.
5. Bell, C.R. and Zemke, R.E. (1987), "Service breakdown: The road to recovery", Management Review, October, pp. 32-5.
6. Bendapudi, N. and Leone, R.P. (2003), "Psychological implications of customer participation in co-production", Journal of Marketing, Vol. 67, January, pp. 14-28.
7. Berry, L. (1986), "Big ideas in services marketing", Journal of Consumer Marketing, Vol. 3, Spring, pp. 47-51.
8. Berry, L. and Parasuraman, A. (1992), "Services marketing starts from within", Marketing Management, Winter, pp. 25-34.
9. Bies, R.J. (1986), "Identifying principles of interactional justice: The case of corporate recruiting", in R.J. Bies (Chair), Moving Beyond Equity Theory: New Directions in Research on Justice in Organizations, symposium conducted at the meeting of the Academy of Management, Chicago, IL.
10. Bies, R.J. and Moag, J.S. (1986), "Interactional communication criteria of fairness", in Lewicki, R.J., Sheppard, B.H. and Bazerman, M.H. (Eds) Research in Organizational Behavior, JAI Press, Greenwich, CT.
11. Bitner, M.J. (1990), "Evaluating service encounters: The effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, pp. 69-82.
12. Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994), "Critical service encounters: The employee's viewpoint", Journal of Marketing, Vol. 58, October, pp. 95-106.
13. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter, diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54, January, pp. 71-84.
14. Blodgett, J.G., Granbois, D.H. and Walters, R.G. (1993), "The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions", Journal of Retailing, Vol. 69, Winter, pp. 399-428.
15. Folkes, V.S. (1984), "Consumer reactions to product failure: An attributional approach", Journal of Consumer Research, Vol. 10, pp. 398-409.
16. Goodwin, C. and Ross, I. (1992) "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions", Journal of Business Research, Vol. 25, pp. 149-63.
17. Greenberg, J. (1996), The Quest for Justice on the Job: Essays and Experiments, Sage Publications, Thousand Oaks, CA.
18. Greenberg, J. and McCarty, C. (1990), "The interpersonal aspects of procedural justice: A new perspective on pay fairness", Labor Law Journal, Vol. 41, pp. 480-6.
19. Grönroos, C. (1985), "Internal marketing - theory and practice", in Block, T.M., Upah, G.D. and Ziethaml, V.A. (Eds), Services Marketing in a Changing Environment, American Marketing Association, Chicago, IL, pp. 41-7.
20. Grönroos, C. (1988), "Service quality: The six criteria of good perceived service quality", Review of Business, Vol. 9, Winter, pp. 10-13.
21. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990) "The profitable art of service recovery", Harvard Business Review, Vol. 68, July-August, pp. 148-56.
22. Homans, G.C. (1961), Social Behavior: Its Elementary Forms, Harcourt, Brace and World, New York, NY.
23. Johnston, R. (1995) "Service failure and recovery: Impact, attributes and process", in Swartz, T.A., Bowen, D.A and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press, Greenwich, CT, pp. 211-28.
24. Kelley, S.W., Huffman, K.D. and Davis, M.A. (1993), "A typology of retail failures and recoveries", Journal of Retailing, Vol. 69, pp. 529-52.
25. Lind, E.A. and Tyler, T. (1988), The Social Psychology of Procedural Justice, Plenum, New York, NY.
26. McColl-Kennedy, J.R. and Sparks, B.A. (2003) "Application of fairness theory to srevice failures and service recovery", Journal of Service Research, Vol. 5, February, pp. 251-67.
27. McColl-Kennedy, J.R., Daus, D.S. and Sparks, B.A. (2003), "The role of gender in reactions to service failure and recovery", Journal of Service Research, Vol. 6, August, pp. 66-79.
28. Maxham, J.G. III (2001), "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions", Journal of Business Research, Vol. 54, October, pp. 11-24.
29. Maxham, J.G. III and Netemeyer, R.G. (2002), "A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts", Journal of Marketing, Vol. 66, pp. 57-71.
30. Maxham, J.G. III and Netemeyer, R.G. (2003), "Firms reap what they sow: The effects of shared values and perceived organizational justice on customer evaluations of complaint handling", Journal of Marketing, Vol. 67, January, pp. 46-62.
31. Oliver, R.L. (1980), "Theoretical bases of consumer satisfaction research: Review, critique, and future direction", in Lamb, C.W. and Dunne, P.M. (Eds) Theoretical Developments in Marketing, American Marketing Association, Chicago, IL, pp. 206-10.
32. Ranaweera, C. and Prabhu, J. (2003), "On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth", Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, September, pp. 82-91.
33. Resnik, A.J. and Harmon, R.R. (1983), "Consumer complaints and managerial response: A holistic approach", Journal of Marketing, Vol. 47, Winter, pp. 86-97.
34. Richins, M.L. (1983), "Negative word-of-mouth by dissatisfied consumers: A pilot study", Journal of Marketing, Vol. 47, Winter, pp. 68-78.
35. Richins, M.L. (1985), "The role of product importance in complaint initiation", in Day, R.L. and Hunt, H.K. (Eds), Proceedings of the Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Indiana University Press, Bloomington, IN.
36. Ruggless, R. (1994), "Taking a trip down foodservice's information highway", Nation's Restaurant News, Vol. 28, June, pp. 11-12.
37. Sapienza, H.J. and Korsgaard, M.A. (1996), "Procedural justice in entrepreneur-investor relations", Academy of Management Journal, Vol. 39, pp. 544-74.
38. Singh, J. (1990) "Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories", Journal of the Academy of Marketing Science, Vol. 18, pp. 1-15.
39. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985) "A role theory perspective on dyadic interactions: The service encounter", Journal of Marketing, Vol. 49, Winter, pp. 99-111.
40. Sparks, B.A. and McColl-Kennedy, J.R. (2001) "Justice strategy options for increased customer satisfaction in a services recovery setting", Journal of Business Research, Vol. 54, December, pp. 209-18.
41. Swanson, S.R. and Kelley, S.W. (2001), "Attributions and outcomes of the service recovery process", Journal of Marketing Theory and Practice, Vol. 9, pp. 50-66.
42. Technical Assistance Research Program (TARP) (1980) Consumer Complaint Handling in America: A Final Report, White House Office of Consumer Affairs, Washington, DC.
43. Taylor, S. (1994), "Waiting for service: The relationship between delays and evaluations of service", Journal of Marketing, Vol. 58, April, pp. 56-69.
44. Thibaut, J. and Walker, L. (1975), Procedural Justice: A Psychological Analysis, Lawrence Erlbaum, Hillsdale, NJ.
45. Thibaut, J. and Walker, L. (1978), "A theory of procedure", California Law Review, Vol. 65, pp. 541-566.
46. Tucci, L.A. and Talaga, J. (1997), "Service guarantees and consumers' evaluation of services", Journal of Services Marketing, Vol. 11 No. 1, pp. 10-15.
47. Tyler, T.R. (1988), "What is procedural justice?", Law and Society Review, Vol. 22, pp. 301-35.
48. Tyler, T.R. and Bies, R.J. (1990), "Beyond formal procedures: The interpersonal context of procedural justice", in Carroll, J. (Ed.), Advances in Applied Social Psychology: Business Settings, Lawrence Erlbaum, Hillsdale, NJ, pp. 77-98.
49. Van Avermaet, E., McClintock, C. and Moskowitz, J. (1978), "Alternative approaches to equity: Dissonance reduction, pro-social motivation and strategies accommodation", European Journal of Social Psychology, Vol. 8, pp. 419-37.
50. Walker, L., Lind, E.A. and Thibaut, J. (1979), "The relation between procedural justice and distributive justice", Virginia Law Review, Vol. 65, pp. 1401-20.
51. Zemke, R. (1993), "The art of service recovery: Fixing broken customers-and keeping them on your side", The Service Quality Handbook, American Management Association, New York, NY, pp. 463-76.