Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction

South African Journal of Business Management

Volumn 43, Issue 3, 2012, Pages 1-12

  Boshoff, C ^a  

^a STELLENBOSCH UNIVERSITY   (South Africa)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84865804261     PISSN: 20785585     EISSN: 20785976     Source Type: Journal    
DOI: 10.4102/sajbm.v43i3.470     Document Type: Article

References (42)

1. Adams, J. 1963. 'Toward an understanding of inequity', Journal of Abnormal and Social Psychology, 67(5): 422-436.
2. Adams, J. 1965. Inequity in social exchange: Advances in experimental and social psychology. New York: Academic Press.
3. Anderson, B., Berger, J., Zelditch, M.J. & Cohen, B.P. 1969. 'Reactions to inequity', Acta Sciologica, 12(1): 1-12.
4. Bitner, M. 1990. 'Evaluating service encounters: The effect of physical surroundings and employee responses', Journal of Marketing, 54(2): 69-82.
5. Boshoff, C. 1997. 'An experimental study of service recovery options', International Journal of Service Industry Management, 8(2): 11-30.
6. Brown, S.W., Fisk, R.P. & Bitner, M-J. 1994. 'The development and emergence of services marketing thought', International Journal of Service Industry Management, 5(1): 21-48.
7. Dallimore, K.S., Sparks, B.A. & Butcher, K. 2007. 'The influence of angry customer outbursts on service providers' facial displays and affective states', Journal of Service Research, 10(1): 78-92.
8. De Ruyter, K. & Wetzels, M. 2000. 'Customer equity considerations in service recovery: A cross-industry perspective', International Journal of Service Industry Management, 11(1): 91 - 108.
9. DeWitt, T., Nguyen, D.T. & Roger Marshall, R. 2008. 'Exploring customer loyalty following service recovery: The mediating effects of trust and emotions', Journal of Service Research, 10(3): 269-281.
10. Estelami, H. & De Maeyer, P. 2002. 'Customer reaction to service provider overgenerosity', Journal of Service Research, 4(3): 205-216.
11. Finn, A. 2001. 'Mystery shopper benchmarking of durable-goods chains and stores', Journal of Service Research, 3(4): 310-320.
12. Finn, A. 2005. 'Reassessing the foundations of customer delight', Journal of Service Research, 8(2): 103-116. (Pubitemid 41648888)
13. Finn, A. 2012. 'Customer delight: Distinct construct or zone of non-linear response to customer satisfaction?' Journal of Service Research, 15(1): 99-110.
14. Garret, D.E. 1999. 'The effectiveness of compensation given to complaining customers: Is more better?' Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12: 26-34.
15. Gelbrich, K. & Roschk, H. 2011. 'A Meta-analysis of organizational complaint handling and customer responses', Journal of Service Research, 14(1): 24-43.
16. Gilly, M.C. & Hansen, R.W. 1985. 'Consumer complaint handling as a strategic marketing tool', Journal of Consumer Marketing, 4(3): 53-61.
17. Goldenhar, L.M., Hecker, S., Moir, S. & Rosecrance, J. 2003. 'The "Goldilocks model" of overtime in construction: Not too much, not too little, but just right', Journal of Safety Research, 34: 215-226.
18. Goodrich, G., Kirby, J., Oros, T., Wagstaff, P., McDevitt, B., Hazan, J. & Peters, L.J. 2004. 'Goldilocks and the three training models: A comparison of three models of low vision reading training on reading efficiency', Visual Impairment Research, 6(2&3): 135-152.
19. Grewal, D. & Levy, M. 2007. 'Retailing research: Past, present and future', Journal of Retailing, 83(4): 447-464.
20. Grewal, D., Roggeveen, A.L. & Tsiros, M. 2008. 'The effect of compensation on repurchase intentions in service recovery', Journal of Retailing, 84(4): 424-434.
21. Gustafson, A. 2009. 'Customer satisfaction with service recovery', Journal of Business Research, 62: 1220-1223.
22. Adams, J. 1963. 'Toward an understanding of inequity', Journal of Abnormal and Social Psychology, 67(5): 422-436.
23. Adams, J. 1965. Inequity in social exchange: Advances in experimental and social psychology. New York: Academic Press.
24. Anderson, B., Berger, J., Zelditch, M.J. & Cohen, B.P. 1969. 'Reactions to inequity', Acta Sciologica, 12(1): 1-12.
25. Bitner, M. 1990. 'Evaluating service encounters: The effect of physical surroundings and employee responses', Journal of Marketing, 54(2): 69-82.
26. Boshoff, C. 1997. 'An experimental study of service recovery options', International Journal of Service Industry Management, 8(2): 11-30.
27. Brown, S.W., Fisk, R.P. & Bitner, M-J. 1994. 'The development and emergence of services marketing thought', International Journal of Service Industry Management, 5(1): 21-48.
28. Dallimore, K.S., Sparks, B.A. & Butcher, K. 2007. 'The influence of angry customer outbursts on service providers' facial displays and affective states', Journal of Service Research, 10(1): 78-92.
29. De Ruyter, K. & Wetzels, M. 2000. 'Customer equity considerations in service recovery: A cross-industry perspective', International Journal of Service Industry Management, 11(1): 91 - 108.
30. DeWitt, T., Nguyen, D.T. & Roger Marshall, R. 2008. 'Exploring customer loyalty following service recovery: The mediating effects of trust and emotions', Journal of Service Research, 10(3): 269-281.
31. Estelami, H. & De Maeyer, P. 2002. 'Customer reaction to service provider overgenerosity', Journal of Service Research, 4(3): 205-216.
32. Finn, A. 2001. 'Mystery shopper benchmarking of durable-goods chains and stores', Journal of Service Research, 3(4): 310-320.
33. Finn, A. 2005. 'Reassessing the foundations of customer delight', Journal of Service Research, 8(2): 103-116. (Pubitemid 41648888)
34. Finn, A. 2012. 'Customer delight: Distinct construct or zone of non-linear response to customer satisfaction?' Journal of Service Research, 15(1): 99-110.
35. Garret, D.E. 1999. 'The effectiveness of compensation given to complaining customers: Is more better?' Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12: 26-34.
36. Gelbrich, K. & Roschk, H. 2011. 'A Meta-analysis of organizational complaint handling and customer responses', Journal of Service Research, 14(1): 24-43.
37. Gilly, M.C. & Hansen, R.W. 1985. 'Consumer complaint handling as a strategic marketing tool', Journal of Consumer Marketing, 4(3): 53-61.
38. Goldenhar, L.M., Hecker, S., Moir, S. & Rosecrance, J. 2003. 'The "Goldilocks model" of overtime in construction: Not too much, not too little, but just right', Journal of Safety Research, 34: 215-226.
39. Goodrich, G., Kirby, J., Oros, T., Wagstaff, P., McDevitt, B., Hazan, J. & Peters, L.J. 2004. 'Goldilocks and the three training models: A comparison of three models of low vision reading training on reading efficiency', Visual Impairment Research, 6(2&3): 135-152.
40. Grewal, D. & Levy, M. 2007. 'Retailing research: Past, present and future', Journal of Retailing, 83(4): 447-464.
41. Grewal, D., Roggeveen, A.L. & Tsiros, M. 2008. 'The effect of compensation on repurchase intentions in service recovery', Journal of Retailing, 84(4): 424-434.
42. Gustafson, A. 2009. 'Customer satisfaction with service recovery', Journal of Business Research, 62: 1220-1223.