A proposed multi-dimensional approach to evaluating service recovery

Journal of Services Marketing

Volumn 21, Issue 3, 2007, Pages 174-185

  Bhandari, Mahesh S ^a   Tsarenko, Yelena ^b   Polonsky, Michael Jay ^a  

^a VICTORIA UNIVERSITY   (Australia)

^b MONASH UNIVERSITY   (Australia)

Author keywords

Customer satisfaction; Customer service management; Service failures

Indexed keywords

EID: 34547468566     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040710746534     Document Type: Article

References (89)

1. Andreasen, A.R. and Best, A. (1977), "Consumers complain - does business respond?", Harvard Business Review, July/August, pp. 93-101.
2. Andreassen, T.W. (1999), "What drives customer loyalty with complaint resolution?", Journal of Service Research, Vol. 1 No. 4, pp. 324-32.
3. Andreassen, T.W. (2000), "Antecedents to satisfaction with service recovery", European Journal of Marketing, Vol. 34 Nos 1/2, pp. 156-75.
4. Andreassen, T.W. (2001), "From disgust to delight: Do customers hold a grudge?", Journal of Service Research, Vol. 4 No. 1, pp. 39-49.
5. Austin, W. (1977), "Equity theory and social comparison processes", in Suls, J.M. and Miller, R.L. (Eds), Social Comparison Processes, Hemisphere Publishing Corporation, Washington, DC, pp. 279-305.
6. Bagozzi, R.P., Gopinath, M. and Nyer, P.U. (1999), "The role of emotions in marketing", Journal of the Academy of Marketing Science, Vol. 27 No. 2, pp. 184-206.
7. Bailey, D. (1994), "Recovery from customer service shortfalls", Managing Service Quality, Vol. 4 No. 6, pp. 25-8.
8. Bejou, D. and Palmer, A. (1998), "Service failure and loyalty: An exploratory empirical study of airline customers", Journal of Services Marketing, Vol. 12 No. 1, pp. 7-22.
9. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, The Free Press, New York, NY.
10. Berscheid, E., Walster, E. and Walster, G.W. (1973), "New directions in equity research", Journal of Personality and Social Psychology, Vol. 25 No. 2, pp. 151-76.
11. 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.
12. Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997), "The effects of distributive, procedural, and interactional justice on postcomplaint behavior", Journal of Retailing, Vol. 73, Summer, pp. 185-210.
13. Blodgett, J.G., Wakefield, K.L. and Barnes, J.H. (1995), "The effects of customer service on consumer complaining behavior", Journal of Services Marketing, Vol. 9 No. 4, pp. 31-42.
14. Bolton, R.N. and Drew, J.H. (1992), "Mitigating the effect of service encounters", Marketing Letters, Vol. 3 No. 1, pp. 57-70.
15. Boshoff, C. (1997), "An experimental study of service recovery options", International Journal of Service Industry Management, Vol. 8 No. 2, pp. 100-30.
16. Boshoff, C. and Leong, J. (1998), "Empowerment, attribution and apologising as dimensions of service recovery: An experimental study", International Journal of Service Industry Management, Vol. 9 No. 1, pp. 24-47.
17. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), "A dynamic process model of service quality: From expectations to behavioral intentions", Journal of Marketing Research, Vol. 30 No. 1, pp. 7-28.
18. Broderick, R., Mack, R., Mueller, R. and Crotts, R. (2000), "Perceptions, corrections and defections: Implications for service recovery in the restaurant industry", Managing Service Quality, Vol. 10 No. 6, pp. 339-46.
19. Colgate, M. (2001), "Developing a comprehensive picture of service failure", International Journal of Service Industry Management, Vol. 12 No. 3, pp. 215-33.
20. Colgate, M. and Lang, B. (2001), "Switching barriers in consumer markets: An investigation of the financial services industry", Journal of Consumer Marketing, Vol. 18 No. 4, pp. 332-47.
21. Dadzie, K.W. (1989), "Demarketing strategy in shortage marketing environment", Journal of the Academy of Marketing Science, Vol. 17 No. 2, pp. 157-64.
22. Dasu, S. and Rao, J. (1999), "Nature and determinants of customer expectations of service recovery in health care", Quality Management in Health Care, Vol. 7 No. 4, pp. 32-50.
23. Davidow, M. (2003), "Organisational responses to customer complaints: What works and what doesn't", Journal of Service Research, Vol. 5 No. 3, pp. 225-50.
24. Deutsch, M. (1975), "Equity, equality and need; what determines which value will be used as the basis of distributive justice?", Journal of Social Issues, Vol. 31 No. 3, pp. 137-49.
25. Donavan, D.T., Brown, T.J. and Mowen, J.C. (2004), "Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviours", Journal of Marketing, Vol. 68 No. 1, pp. 128-46.
26. Eccles, G. and Durand, P. (1998), "Complaining customers, service recovery and continuous improvement", Managing Service Quality, Vol. 8 No. 1, pp. 68-71.
27. Edwardson, M. (1998), "Measuring consumer emotions in service encounters: An exploratory analysis", Australasian Journal of Market Research, Vol. 6 No. 2, pp. 34-48.
28. Folkes, V.S. (1984), "Consumer reactions to product failure: An attributional approach", Journal of Consumer Research, Vol. 10, March, pp. 398-409.
29. Gilbert, D. and Wong, R.K.C. (2003), "Passenger expectations and airline services: A Hong Kong based study", Tourism Management, Vol. 24 No. 5, pp. 519-32.
30. Gilly, M.C. and Gelb, B.D. (1982), "Post-purchase consumer processes and the complaining consumer", Journal of Consumer Research, Vol. 9 No. 3, pp. 323-8.
31. Griffin, J.B. and Loewnstein, M.W. (2001), Customer Winback: How to Recapture Lost Customers and Keep them Loyal, Jossey-Bass, San Francisco, CA.
32. Grönroos, C. (1988), "Service quality: The six criteria of good received service quality", Review of Business, Vol. 9, Winter, pp. 10-13.
33. Gursoy, D., Chen, M.-H. and Kim, H.J. (2005), "The US airlines' relative positioning based on attributes of service quality", Tourism Management, Vol. 26 No. 1, pp. 57-67.
34. Halinen, A. and Tahtinen, J. (2002), "A process theory of relationship ending", International Journal of Service Industry Management, Vol. 13, pp. 163-80.
35. Halstaed, D., Morash, E.A. and Ozment, J. (1996), "Comparing objective service failures and subjective complaints: An investigation of domino and halo effects", Journal of Business Research, Vol. 36 No. 2, pp. 107-15.
36. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), "The profitable art of service recovery", Harvard Business Review, July/ August, pp. 148-56.
37. Hepworth, M. (1992), "Canadians need to learn more about customer expectations", Marketing News, Vol. 26 No. 6, pp. 18-19.
38. Hirschman, A.O. (1970), Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States, Harvard University Press, Cambridge, MA.
39. Kanousi, A. (2005), "An empirical investigation of the role of culture on service recovery expectations", Managing Service Quality, Vol. 15 No. 1, pp. 57-69.
40. Karatepe, O.M. and Ekiz, E.H. (2004), "The effects of organizational responses to complaints on satisfaction and loyalty: A study of hotel guests in Northern Cyprus", Managing Service Quality, Vol. 14 No. 6, pp. 476-86.
41. Keaveney, S.M. (1995), "Customer switching behaviour in service industries: An exploratory study", Journal of Marketing, Vol. 59 No. 2, pp. 71-82.
42. Kelley, S.W. and Davis, M.A. (1994), "Antecedents to customer expectations for service recovery", Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 52-61.
43. Kelley, S.W., Hoffman, K.D. and Davis, M. (1993), "A typology of retail failures and recoveries", Journal of Retailing, Vol. 69 No. 4, pp. 429-52.
44. Kivela, J., Inbakaran, R. and Reece, R. (1999), "Consumer research in the restaurant environment, part 1: A conceptual model of dining satisfaction and return patronage", International Journal of Contemporary Hospitality Management, Vol. 11 No. 5, pp. 205-22.
45. La, K.V. and Kandampully, J. (2004), "Market oriented learning and customer value enhancement through service recovery management", Managing Service Quality, Vol. 14 No. 5, pp. 390-401.
46. Lapidus, R.S. and Pinkerton, L. (1995), "Customer complaint situations: An equity theory perspective", Psychology & Marketing, Vol. 12 No. 2, pp. 105-22.
47. Lazarus, R.S. and Folkman, S. (1984), Stress, Appraisal, and Coping, Springer, New York, NY.
48. Levesque, T.J. and McDougall, G.H.G. (1993), "Managing customer satisfaction: The nature of service problems and customer exit, voice and loyalty", Asia Pacific Journal of Quality Management, Vol. 2 No. 2, pp. 40-58.
49. Lewis, B.R. and Spyrakopoulos, S. (2001), "Service failures and recovery in retail banking: The customers' perspective", International Journal of Bank Marketing, Vol. 19 No. 1, pp. 37-47.
50. Liu, B.S.C., Sudharshan, D. and Hamer, L.O. (2000), "After service response in service quality assessment: A real-time updating model", Journal of Services Marketing, Vol. 14 Nos 2/3, pp. 160-7.
51. Lovelock, C.H., Patterson, P.G. and Walker, R.H. (1998), Services Marketing, Prentice-Hall Australia, Frenchs Forest.
52. McCollough, M.A., Berry, L.L. and Yadav, M.S. (2000), "An empirical investigation of customer satisfaction after service failure and recovery", Journal of Service Research, Vol. 3 No. 2, pp. 121-37.
53. McGill, A.L. and Iacobucci, D. (1992), "The role of post-experience comparison standards in the evaluation of unfamiliar services", Advances in Consumer Research, Vol. 19, pp. 570-8.
54. Magai, C. and McFadden, S.H. (1996), Handbook of Emotion, Adult Development, and Aging, Academic Press, San Diego, CA.
55. Magnini, V. and Ford, J.B. (2004), "Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 279-86.
56. Mattila, A.S. (2001), "The effectiveness of service recovery in a multi-industry setting", Journal of Services Marketing, Vol. 15 No. 7, pp. 583-96.
57. 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, October, pp. 57-71.
58. Menon, K. and Dube, L. (2004), "Service provider responses to anxious and angry customers: Different challenges, different payoffs", Journal of Retailing, Vol. 80 No. 3, pp. 229-37.
59. Miceli, M. and Castelfranchi, C. (2002), "The mind and the future: the (negative) power of expectations", Theory & Psychology, Vol. 12 No. 3, pp. 335-66.
60. Mittal, B. and Lassar, W.M. (1998), "Why do customers switch? The dynamics of satisfaction versus loyalty", Journal of Services Marketing, Vol. 12 No. 3, pp. 177-94.
61. Morgan, R. and Hunt, S. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
62. Nguyen, D.T. and McColl-Kennedy, J.R. (2003), "Diffusing customer anger in service recovery: A conceptual framework", Australasian Marketing Journal, Vol. 11 No. 2, pp. 46-55.
63. Nyer, P.U. (1997), "A study of the relationships between cognitive appraisals and consumption emotions", Academy of Marketing Science Journal, Vol. 25, Fall, pp. 296-304.
64. Oliver, R.I. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9.
65. Palmer, A., Beggs, R. and Keown-McMullan, C. (2000), "Equity and repurchase intention following service failure", Journal of Services Marketing, Vol. 14 No. 6, pp. 513-28.
66. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), "Understanding customer expectations of service", Sloan Management Review, Vol. 32 No. 3, pp. 39-48.
67. Phillips, D.M. and Baumgartner, H. (2002), "The role of consumption emotions in the satisfaction response", Journal of Consumer Psychology, Vol. 12 No. 3, pp. 243-52.
68. Richins, M.L. (1985), "The role of product importance in consumer complaint initiation", in Hunt, R.L. (Ed.), Consumer Satisfaction/ Dissatisfaction and Complaining Behavior, Indiana University School of Business, Bloomington, IN, pp. 50-3.
69. Rust, R.T. and Oliver, R.L. (2000), "Should we delight the customer?", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 86-94.
70. Schroefer, K. and Ennew, C. (2002), "Emotional responses to service complaint experiences: The role of perceived justice", Tourism and Travel Research Institute, available at: www.nottingham.ac.uk/ttri/ series.html (accessed July 2005).
71. Shostack, G.L. (1992), "Understanding services through blueprinting", Advances in Services Marketing and Management, Vol. 1, pp. 6-23.
72. 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 No. 1, pp. 1-15.
73. Smith, A.K., Bolton, R.N. and Wagner, J. (1999), "A model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, Vol. XXXVI, August, pp. 356-72.
74. Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995), "Service recovery: Impact on satisfaction and intentions", Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23.
75. Stauss, B. (2002), "The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction", Managing Service Quality, Vol. 12 No. 3, pp. 173-83.
76. Stephens, N. and Gwinner, K.P. (1998), "Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior", Academy of Marketing Science Journal, Vol. 26, Summer, pp. 172-89.
77. Swanson, S.R. and Kelley, S.W. (2001), "Attributions and outcomes of the service recovery process", Journal of Marketing Theory and Practice, Vol. 9 No. 4, pp. 50-65.
78. Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), "Customer evaluations of service complaint experiences: Implications for relationship marketing", Journal of Marketing, Vol. 62, April, pp. 60-76.
79. Thomas, J.S., Blattberg, R.C. and Fox, E.J. (2004), "Recapturing lost customers", Journal of Marketing Research, Vol. 1 No. 1, pp. 31-45.
80. Walchi, S.B. and Landman, J. (2003), "Effects of counterfactual thought on postpurchase consumer affect", Psychology & Marketing, Vol. 20 No. 1, pp. 23-46.
81. Weun, S., Beatty, S.E. and Jones, M.A. (2004), "The impact of service failure severity on service recovery evaluations and post-recovery relationships", Journal of Services Marketing, Vol. 18 No. 2, pp. 133-46.
82. Wirtz, J. and Mattila, A.S. (2004), "Consumer responses to compensation, speed of recovery and apology after a service failure", International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150-66.
83. Wong, A. (2004), "The role of emotional satisfaction in service encounters", Managing Service Quality, Vol. 14 No. 5, pp. 365-76.
84. Yen, H.R., Gwinner, K.P. and Su, W. (2004), "The impact of customer participation and service expectation on locus attributions following service failure", International Journal of Service Industry Management, Vol. 15 No. 1, pp. 7-26.
85. Yi, S. and Baumgartner, H. (2004), "Coping with negative emotions in purchase-related situations", Journal of Consumer Psychology, Vol. 14 No. 3, pp. 303-16.
86. Zeithaml, V.A. and Bitner, M.J. (2000), Service Marketing: Integrating Customer Focus across the Firm, 2nd ed., McGraw-Hill, New York, NY.
87. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), "The nature and determinants of customer expectations of service", Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12.
88. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
89. Zemke, R. and Bell, C. (1990), "Service recovery: Doing it right the second time", Training, Vol. 27 No. 6, pp. 42-8.