The impact of service failure severity on service recovery evaluations andpost-recovery relationships

Journal of Services Marketing

Volumn 18, Issue 2, 2004, Pages 133-146

  Weun, Seungoog ^a   Beatty, Sharon E ^b   Jones, Michael A ^c  

^a Dong A University   (South Korea)

^b UNIVERSITY OF ALABAMA   (United States)

^c UNIVERSITY OF TENNESSEE AT CHATTANOOGA   (United States)

Author keywords

Customer psychology; Justice; Service failures

Indexed keywords

EID: 84992998988     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410528737     Document Type: Article

References (57)

1. Aiken, L.S. and West, S.G. (1991), Multiple Regression: Testing and Interpreting Interactions, Sage, London.
2. Anderson, E. and Weitz, B. (1989), “Determinants of continuity in conventional industrial channel dyads”, Marketing Science, Vol. 8 No. 4, pp. 310-323.
3. Anderson, J.C. and Gerbing, D.W. (1988), “Structural modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-423.
4. Bagozzi, R.P. (1991), “Structural equation models in marketing research”, in Neal, W.D. (Ed.), 1st Annual Advanced Research Techniques Forum, American Marketing Association, Chicago, IL, pp. 335-379.
5. Bell, C.R. and Ridge, K. (1992), “Service recovery for trainers”, Training and Development, Vol. 46 No. 5, pp. 58-63.
6. Bell, C.R. and Zemke, R. (1987), “Service breakdown: the road to recovery”, Management Review, Vol. 76, October, pp. 32-35.
7. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, The Free Press, New York, NY.
8. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), “Quality counts in services, too”, Business Horizons, Vol. 28 No. 3, pp. 44-52.
9. Bies, R.J. and Moag, J.S. (1986), “Interactional justice: communications criteria of fairness”, in Lewicki, R.J., Sheppard, B.H. and Bazerman, M.H. (Eds), Research on Negotiation in Organizations, Vol. 1, JAI Press, Greenwich, CT, pp. 43-55.
10. 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.
11. Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997), “The effects of distributive, procedural, and interactional justice on post-complaint behavior”, Journal of Retailing, Vol. 73 No. 2, pp. 185-210.
12. Bolton, R.N. and Drew, J.H. (1992), “Mitigating the effect of service encounters”, Marketing Letters, Vol. 3 No. 1, pp. 57-70.
13. 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. 7-27.
14. Czepiel, J.A. (1990), “Service encounters and service relationships: implications for research”, Journal of Business Research, Vol. 20 No. 1, pp. 13-21.
15. Czepiel, J.A. and Gilmore, R. (1987), “Exploring the concept of loyalty in services”, in Czepiel, J.A., Congram, C. and Shanahan, J. (Eds), The Service Challenge: Integrating for Competitive Advantage, American Marketing Association, Chicago, IL, pp. 91-94.
16. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “Developing buyer-seller relationships”, Journal of Marketing, Vol. 51 No. 2, pp. 11-27.
17. Firnstahl, T.W. (1989), “Employees are my service guarantee”, Harvard Business Review, Vol. 67 No. 4, pp. 28-32.
18. Ganesan, S. (1994), “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58 No. 2, pp. 1-19.
19. Gilly, M.C. and Gelb, B.D. (1982), “Post-purchase consumer processes and the complaining consumer”, Journal of Consumer Research, Vol. 9, June, pp. 323-328.
20. Goodwin, C. and Ross, I. (1989), “Salient dimensions of perceived fairness in resolution of service complaints”, Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behavior, Vol. 2, pp. 87-92.
21. Goodwin, C. and Ross, I. (1992), “Consumer responses to service failures: influence of procedural and interactional fairness perception”, Journal of Business Research, Vol. 25, pp. 149-163.
22. Grönroos, C. (1995), “Relationship marketing: the strategy continuum”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 252-254.
23. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), “The profitable art of service recovery”, Harvard Business Review, Vol. 68 No. 4, July-August, pp. 148-156.
24. Haywood, M.K. (1989), “Managing word-of-mouth communications”, Journal of Services Marketing, Vol. 3 No. 2, pp. 55-68.
25. Hoffman, K.D., Kelley, S.W. and Rotalsky, H.M. (1995), “Tracking service failures and employee recovery efforts”, Journal of Services Marketing, Vol. 9 No. 2, pp. 49-61.
26. Johnson, R.L., Tsiros, M. and Lancioni, R.A. (1995), “Measuring service quality: a systems approach”, Journal of Services Marketing, Vol. 9 No. 5, pp. 6-19.
27. Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), “Switching barriers and repurchase intentions in services”, Journal of Retailing, Vol. 76 No. 2, pp. 259-274.
28. Jones, T.O. and Sasser, W.E. Jr (1995), “Why satisfied customers defect”, Harvard Business Review, November-December, pp. 88-99.
29. Kahneman, D. and Tversky, A. (1979), “Prospect theory: an analysis of decision under risk”, Econometrica, Vol. 47 No. 2, pp. 263-291.
30. Keaveney, S.M. (1995), “Customer switching behavior in service industries: an exploratory study”, Journal of Marketing, Vol. 59 No. 2, pp. 71-82.
31. 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.
32. Kelley, S.W., Donnelly, J.H. Jr and Skinner, S.J. (1990), “Customer participation in service production and delivery”, Journal of Retailing, Vol. 66 No. 3, pp. 315-335.
33. Lassar, W., Mittal, B. and Sharma, A. (1995), “Measuring customer-based brand equity”, Journal of Consumer Marketing, Vol. 12 No. 4, pp. 11-19.
34. Limbrick, D. (1993), “A trivial pursuit?”, Managing Service Quality, March, pp. 39-42.
35. McCollough, M.A., Berry, L.L. and Yadav, M.S. (2000), “An empirical investigation of customer satisfaction after service failure and recovery”, Journal of Services Research, Vol. 3 No. 2, pp. 121-137.
36. Maxham, J.G. (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.
37. Mittal, B. and Lassar, W. (1998), “Why do consumers switch? The dynamics of satisfaction versus loyalty”, Journal of Services Marketing, Vol. 12 No. 3, pp. 177-194.
38. Mohr, L.A. and Bitner, M.J. (1995), “The role of employee efforts in satisfaction with service transactions”, Journal of Business Research, Vol. 32, pp. 239-252.
39. Moorman, C., Deshpande, R. and Zaltman, G. (1993), “Factors affecting trust in market research relationships”, Journal of Marketing, Vol. 57 No. 1, pp. 81-101.
40. Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
41. Oliver, R.L. and Swan, J.E. (1989), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing, Vol. 53 No. 2, pp. 21-35.
42. Perdue, B.C. and Summers, J.O. (1986), “Checking the success of manipulations in marketing experiments”, Journal of Marketing Research, Vol. 23 No. 4, pp. 317-326.
43. Reichheld, F.F. and Sasser, W.E. Jr (1990), “Zero defections: quality comes to services”, Harvard Business Review, Vol. 68 No. 5, pp. 105-111.
44. Resnik, A.J. and Harmon, R.R. (1983), “Consumer complaints and managerial responses: a holistic approach”, Journal of Marketing, Vol. 47, January, pp. 86-97.
45. Richins, M.L. (1987), “A multivariate analysis of responses to dissatisfaction”, Journal of the Academy of Marketing Science, Vol. 15 No. 3, pp. 24-31.
46. 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.
47. 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. 36 No. 3, pp. 356-372.
48. 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.
49. Steenkamp, J.E.M. and van Trijp, H.C.M. (1991), “The use of LISREL in validating marketing constructs”, International Journal of Research in Marketing, Vol. 8 No. 4, pp. 283-299.
50. Tax, S.S. and Chandrashekaran, M. (1992), “Consumer decision making following a failed service encounter: a pilot study”, Journal of Consumer Satisfactions, Dissatisfactions, and Complaining Behavior, Vol. 5, pp. 55-68.
51. 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 No. 2, pp. 60-76.
52. Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions”, Journal of Retailing, Vol. 70 No. 2, pp. 163-178.
53. Thaler, R. (1985), “Mental accounting and consumer choice”, Marketing Science, Vol. 4 No. 3, pp. 199-214.
54. Webster, C. and Sundaram, D.S. (1998), “Service consumption criticality in failure recovery”, Journal of Business Research, Vol. 41 No. 2, pp. 153-159.
55. 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.
56. 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.
57. Zemke, R. and Bell, C. (1990), “Service recovery: doing it right the second time”, Training, Vol. 27 No. 6, pp. 42-48.