An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

Journal of Service Research

Volumn 3, Issue 2, 2000, Pages 121-137

  Mccollough, Michael A ^a   Berry, Leonard L ^b   Yadav, Manjit S ^b  

^a UNIVERSITY OF IDAHO   (United States)

^b TEXAS A AND M UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84990348604     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467050032002     Document Type: Article

References (78)

1. Abrams, Michael and Matthew Paese (1993), “Wining and Dining the Whiners: Treating Complaints as Opportunities Is One Customer Strategy That Really Works”, Sales and Marketing Management, 145 (February), 72-75.
2. Anderson, James C. (1987), “An Approach for Confirmatory Measurement and Structural Equation Modeling of Organizational Properties”, Management Science, 33 (4), 525-541.
3. Anderson, James C. and David W. Gerbing (1988), “Structural Equations Modeling in Practice: A Review and Recommended Two-Step Approach”, Psychological Bulletin, 103 (3), 411-423.
4. Andreassen, Thor Wallin (1999), “What Drives Customer Loyalty with Complaint Resolution?” Journal of Service Research, 1 (May), 324-332.
5. Andreeva, Nellie (1998), “Unsnarling Traffic Jams at U.S. Airports”, Business Week, August 10, 84-84.
6. Bagozzi, Richard P. and Youjae Yi (1988), “On the Evaluation of Structural Equation Models”, Journal of the Academy of Marketing Science, 16 (Spring), 74-94.
7. Bearden, William O. and Jesse E. Teel (1983), “Selected Determinants of Consumer Satisfaction and Complaint Reports”, Journal of Marketing Research, 20 (February), 21-28.
8. Bentler, Peter M. and Douglas G. Bonett (1980), “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures”, Psychological Bulletin, 8 (3), 588-606.
9. Berry, Leonard L., Valarie A. Zeithaml, and A. Parasuraman (1990), “Five Imperatives for Improving Service Quality”, Sloan Management Review, 31 (Summer), 29-39.
10. Bies, Robert J. and Joseph S. Moag (1986), “Interactional Justice: Communication Criteria of Fairness”, in Research on Negotiation in Organizations, Vol. 1, R. Lewicki, M. Bazerman, and B. Sheppard, eds. Greenwich, CT: JAI, 57-79.
11. Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”, Journal of Marketing, 54 (April), 69-82.
12. Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault (1990), “The Service Encounter Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, 54 (January), 71-84.
13. Blodgett, Jeffrey G., Donald H. Granbois, and Rockney G. Walters (1993), “The Effect of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions”, Journal of Retailing, 69 (Winter), 399-428.
14. Bolton, Ruth N. and James H. Drew (1991), “A Multistage Model of Customers’ Assessments of Service Quality and Value”, Journal of Consumer Research, 17 (March), 375-384.
15. Boshoff, Christo (1999), “RECOVSAT: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery”, Journal of Service Research, 1 (February), 236-249.
16. Cohen, Ronald L. (1985), “Procedural Justice and Participation”, Human Relations, 38 (July), 643-663.
17. Crosby, Phillip B. (1979), Quality Is Free: The Art of Making Quality Certain. New York: McGraw-Hill.
18. Deming, W. Edwards (1986), Out of Crisis. Cambridge: MIT Press.
19. Etzel, Michael J. and Bernard I. Silverman (1981), “A Managerial Perspective on Directions for Retail Customer Dissatisfaction Research”, Journal of Retailing, 57 (Fall), 124-136.
20. Fisk, Raymond P., Stephen W. Brown, and Mary Jo Bitner (1993), “Tracking the Evolution of the Services Marketing Literature”, Journal of Retailing, 69 (Spring), 61-103.
21. Folger, Robert and Mary A. Konovsky (1989), “Effects of Procedural and Distributive Justice on Reactions to Pay Raise Decisions”, Academy of Management Journal, 32, 115-130.
22. Folger, Robert and Mary A. Konovsky, David Rosenfield, Janet Grove, and Louise Corkran (1979), “Effects of ‘Voice’ and Peer Opinions on Responses to Inequity”, Journal of Personality and Social Psychology, 37 (December), 2253-2261.
23. Folkes, Valerie S. (1984), “Consumer Reactions to Product Failure: An Attributional Approach”, Journal of Consumer Research, 10 (March), 398-409.
24. Folkes, Valerie S. and Barbara Kotsos (1986), “Buyers’ and Sellers’ Explanations for Product Failure: Who Done It?” Journal of Marketing, 50 (April), 74-80.
25. Fornell, Claus (1992), “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, 56 (January), 6-21.
26. Fornell, Claus and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobserved Variables and Measurement Error”, Journal of Marketing Research, 18 (February), 39-50.
27. Goodwin, Cathy and Ivan Ross (1992), “Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions”, Journal of Business Research, 25 (September), 149-163.
28. Greenberg, Jerald (1987), “Reactions to Procedural Injustice in Payment Distributions: Do the Means Justify the Ends?” Journal of Applied Psychology, 72 (February), 55-61.
29. Greenberg, Jerald (1990a), “Looking Fair vs. Being Fair: Managing Impressions of Organizational Justice”, Research in Organizational Behavior, 12, 111-157.
30. Greenberg, Jerald (1990b), “Organizational Justice: Yesterday, Today, and Tomorrow”, Journal of Management, 16 (June), 399-432.
31. Greenberg, Jerald and Robert Folger (1983), “Procedural Justice, Participation, and the Fair Process Effect in Groups and Organizations”, in Basic Group Processes, P. B. Paulus, ed. New York: Springer-Verlag, 235-256.
32. Gronroos, Christian (1988), “Service Quality: The Six Criteria of Good Perceived Service Quality”, Review of Business, 9 (Winter), 10-13.
33. Halstead, Diane and Thomas J. Page, Jr. (1992), “The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 1-11.
34. Hansen, David E. and Peter J. Danaher (1999), “Inconsistent Performance during the Service Encounter: What’s a Good Start Worth?” Journal of Service Research, 1 (February), 227-235.
35. Hart, Christopher W.L. (1993), Extraordinary Guarantees. New York: American Management Association.
36. Hart, Christopher W.L., James L. Heskett, and W. Earl Sasser, Jr. (1990), “The Profitable Art of Service Recovery”, Harvard Business Review, 68 (July-August), 148-156.
37. Hirschman, Albert O. (1970), Exit, Voice, and Loyalty-Responses to Decline in Firms, Organizations, and States. Cambridge, MA: Harvard University Press.
38. Hocutt, Mary Ann, Goutam Chakraborty, and John C. Mowen (1997a), “The Art of Service Recovery: Fact or Fiction? An Empirical Study of the Effects of Service Recovery”, in Marketing Theory and Applications, Debbie Thorne LeClair and Michael Hartline, eds. Chicago: American Marketing Association, 50-51.
39. Hocutt, Mary Ann, Goutam Chakraborty, and John C. Mowen (1997b), “The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery”, in Advances in Consumer Research, Merrie Brucks, ed. Ann Arbor, MI: Association for Consumer Research, 457-463.
40. Jöreskog, Karl G. and Dag Sörbom (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: Scientific Software International.
41. Kelly, Scott W. and Mark A. Davis (1994), “Antecedents to Customer Expectations for Service Recovery”, Journal of Academy of Marketing Science, 22 (Winter), 52-61.
42. Kelly, Scott W., K. Douglas Hoffman, and Mark A. Davis (1993), “A Typology of Retail Failures and Recoveries”, Journal of Retailing, 69 (Winter), 429-452.
43. McCollough, Michael A. and Sundar G. Bharadwaj (1992), “The Recovery Paradox: An Examination of Consumer Satisfaction in Relation to Disconfirmation, Service Quality, and Attribution Based Theories”, in Marketing Theory and Applications, Chris T. Allen, Thomas J. Madden, Terence A. Shimp, Roy D. Howell, George M. Zinkhan, Deborah D. Heisley, Richard J. Semenik, Peter Dickson, Valarie Zeithaml, and Roger L. Jenkins, eds. Chicago: American Marketing Association, 119-119.
44. McFarlin, Dean B. and Paul D. Sweeney (1992), “Distributive and Procedural Justice as Predictors of Satisfaction with Personal and Organizational Outcomes”, Academy of Management Journal, 35 (August), 626-637.
45. Morris, Susan V. (1988), “How Many Lost Customers Have You Won Back Today? An Aggressive Approach to Complaint Handling in the Hotel Industry”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 1, 86-92.
46. Murray, Keith B. and John L. Schlacter (1990), “The Impact of Services versus Goods on Consumers’ Assessment of Perceived Risk and Variability”, Journal of the Academy of Marketing Science, 18(Winter), 51-65.
47. Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions”, Journal of Marketing Research, 17 (September), 46-49.
48. Oliver, Richard L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of Retailing, 57 (Fall), 25-48.
49. Oliver, Richard L. (1989), “Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 2, 1-16.
50. Oliver, Richard L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20 (December), 418-430.
51. Oliver, Richard L. and William O. Bearden (1985), “Disconfirmation Processes and Consumer Evaluations in Product Usage”, Journal of Business Research, 13 (June), 235-246.
52. Oliver, Richard L. and Raymond R. Burke (1999), “Expectation Processes in Satisfaction Formation”, Journal of Service Research, 1 (February), 196-214.
53. Oliver, Richard L. and John E. Swan (1989a), “Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach”, Journal of Marketing, 53 (April), 21-35.
54. Oliver, Richard L. and John E. Swan (1989b), “Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction, Journal of Consumer Research, 16 (December), 372-383.
55. Perdue, Barbara C. and John O. Summers (1986), “Checking the Success of Manipulations in Marketing Experiments”, Journal of Marketing Research, 23 (November), 317-326.
56. Reicheld, Frederick F. and W. Earl Sasser, Jr. (1990), “Zero Defections: Quality Comes to Services”, Harvard Business Review, 68 (September-October), 105-111.
57. Richins, Marsha L. (1983), “Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study”, Journal of Marketing, 47 (Winter), 68-78.
58. Richins, Marsha L. (1987), “A Multivariate Analysis of Responses to Dissatisfaction”, Journal of the Academy of Marketing Science, 15 (Fall), 24-31.
59. Roos, Inger (1999), “Switching Processes in Customer Relationships”, Journal of Service Research, 1 (August), 68-85.
60. Ross, William T., Jr. and Elizabeth H. Creyer (1993), “Interpreting Interactions: Raw Means or Residual Means?” Journal of Consumer Research, 20 (September), 330-338.
61. Singh, Jagdip (1990), “Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories”, Journal of the Academy of Marketing Science, 18 (Winter), 1-15.
62. Singh, Jagdip and Robert Widing II (1991), “What Occurs Once Consumers Complain? A Theoretical Model for Understanding Satisfaction/Dissatisfaction Outcomes of Complaint Responses”, European Journal of Marketing, 25 (5), 30-46.
63. Smart, Denise T. and Charles L. Martin (1993), “Consumers Who Correspond with Business: A Profile and Measure of Satisfaction with Response”, Journal of Applied Business Research, 9 (Spring), 30-42.
64. Smith, Amy K. and Ruth N. Bolton (1998), “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounter: Paradox or Peril?” Journal of Service Research, 1 (August), 65-81.
65. Stauss, Bernd and Christian Friege (1999), “Regaining Service Customers”, Journal of Service Research, 1 (May), 347-361.
66. Sundaram, D. S., Claudia Jurowski, and Cynthia Webster (1997), “Service Failure Recovery Efforts in Restaurant Dining: The Roles of Criticality of Service Consumption”, Hospitality Research Journal, 20 (3), 137-149.
67. Swan, John E. and Frederick I. Trawick (1981), “Disconfirmation of Expectations and Satisfaction with a Retail Service”, Journal of Retailing, 57 (Fall), 49-67.
68. TARP (1979), Consumer Complaint Handling in America: Summary of Findings and Recommendations. Washington, DC: U.S. Office of Consumer Affairs.
69. TARP (1986), Consumer Complaint Handling in America: An Updated Study Part II. Washington, DC: U.S. Office of Consumer Affairs.
70. Tax, Stephen S. and Stephen W. Brown (1998), “Recovering and Learning from Service Failure”, Sloan Management Review, 39 (Fall), 75-88.
71. Tax, Stephen S. and Stephen W. Brown, and Murali Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 62 (April), 60-76.
72. Triplett, Tim (1994), “Product Recall Spurs Company to Improve Customer Satisfaction”, Marketing News, 28 (April 11), 6-6.
73. Tucker, Ledyard R. and Charles Lewis (1973), “A Reliability Coefficient for Maximum Likelihood Factor Analysis”, Psychometrika, 38 (1), 1-10.
74. Webster, Cynthia and D. S. Sundaram (1998), “Service Consumption Criticality in Failure Recovery”, Journal of Business Research, 41, 153-159.
75. Westbrook, Robert A. (1980), “Intrapersonal Affective Influences on Consumer Satisfaction with Products”, Journal of Consumer Research, 7 (June), 49-54.
76. Westbrook, Robert A. (1981), “Sources of Consumer Satisfaction with Retail Outlets”, Journal of Retailing, 57 (Fall), 68-85.
77. Yi, Youjae (1990), “A Critical Review of Consumer Satisfaction”, in Review of Marketing, Valarie A. Zeithaml, ed. Chicago: American Marketing Association, 68-123.
78. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60 (April), 31-46.