Interactive effects of proactive and reactive service recovery strategies: The case of rapport and compensation

Journal of Applied Social Psychology

Volumn 37, Issue 11, 2007, Pages 2496-2517

  Worsfold, Kate ^a   Worsfold, Jennifer ^a   Bradley, Graham ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 35348929958     PISSN: 00219029     EISSN: 15591816     Source Type: Journal    
DOI: 10.1111/j.1559-1816.2007.00267.x     Document Type: Article

References (30)

1. Adams, J. S. (1965). Inequity in social exchange. In L. Berkowitz (Ed Advances in experimental social psychology (Vol. 2, pp. 267 299). New York : Academic Press.
2. Bateson, J. E. G. Hui, M. K. (1992). The ecological validity of photographic slides and videotapes in simulating the service setting. Journal of Consumer Research, 19, 271 281.
3. Bies, R. J. Moag, J. S. (1986). Interaction justice: Communication criteria of fairness. In R. Lewicki, B. Sheppard B. H. Bazerman (Eds Research on negotiation in organizations (pp. 43 55). Greenwich, CT : JAI Press.
4. Blodgett, J. G., Hill, D. J. Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73, 185 210.
5. Blodgett, J., Wakefield, K. Barnes, J. (1995). The effects of customer service on consumer complaining behavior. Journal of Service Marketing, 9 (4 31 42.
6. nd ed Hillsdale, NJ : Lawrence Erlbaum.
7. Collie, T. A., Bradley, G. L. Sparks, B. A. (2002). Fair process revisited: Differential effects of interactional and procedural justice in the presence of social comparison equity information. Journal of Experimental Social Psychology, 38, 545 555.
8. Conlon, D. E. Murray, N. M. (1996). Customer perceptions of corporate responses to product complaints: The role of explanations. Academy of Management Journal, 39, 1040 1056.
9. Davidow, M. (2000). The bottom line impact of organizational responses to customer complaints. Journal of Hospitality and Tourism Research, 24, 473 490.
10. Davidow, M. (2003). Organizational responses to customer complaints: What works and what doesn't. Journal of Service Research, 5, 225 250.
11. DeWitt, T. Brady, M. K. (2003). Rethinking service recovery strategies. Journal of Service Research, 6, 193 207.
12. Goodwin, C. Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25, 149 163.
13. Gremler, D. D. Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3, 82 104.
14. th ed Englewood Cliffs, NJ : Prentice Hall.
15. Harari, O. (1992). Thank heaven for complainers. Management Review, 81, 59 60.
16. Hui, M. K., Zhao, X., Fan, X. Au, K. (2004). When does the service process matter? A test of two competing theories. Journal of Consumer Research, 31, 465 475.
17. Levesque, T. J. McDougall, G. H. (2000). Service problems and recovery strategies: An experiment. Canadian Journal of Administrative Sciences, 17, 20 37.
18. Maddox, R. N. (1981). Two-factor theory and consumer satisfaction: Replication and extension. Journal of Consumer Research, 8, 97 102.
19. Matilla, A. Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6, 336 346.
20. Smith, A., Bolton, R. Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, 356 372.
21. Sparks, B. (2001). Managing service failure through recovery. In J. Kandampully, C. Mok B. Sparks (Eds Service quality management in hospitality, tourism and leisure (pp. 193 219). New York : Haworth.
22. Sparks, B. A. Callan, V. J. (1996). Service breakdowns and service evaluations: The role of customer attributions. Journal of Hospitality and Leisure Marketing, 4 (2 3 24.
23. Sparks, B. A. McColl-Kennedy, J. R. (2001). Justice options for increased customer satisfaction in a services recovery setting. Journal of Business Research, 54, 209 218.
24. Swan, J. E. Combs, L. J. (1976). Product performance and consumer satisfaction. Journal of Marketing, 40, 25 33.
25. Tax, S. S., Brown, S. W. Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60 76.
26. Thibaut, J. Walker, L. (1975). Procedural justice: A psychological analysis. Hillsdale, NJ : Lawrence Erlbaum.
27. van den Bos, K., Bruins, J., Wilke, H. A. M. Dronkert, E. (1999). Sometimes unfair procedures have nice aspects: On the psychology of the fair process effect. Journal of Personality and Social Psychology, 77, 324 336.
28. Webster, C. Sundaram, D. S. (1998). Service consumption criticality in failure recovery. Journal of Business Research, 41, 153 159.
29. Widmier, S. Jackson, D. W. (2002). Examining the effects of service failure, customer satisfaction, and fault on customer satisfaction with salespeople. Journal of Marketing Theory and Practice, 10, 63 73.
30. Willson, P. McNamara, J. R. (1982). How perceptions of a simulated physician-patient interaction influence intended satisfaction and compliance. Social Science and Medicine, 16, 1699 1704.