ISSN:
0887-6045
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition, previous service recovery research has found that satisfaction is an important determinant of key outcome variables such as trust, commitment, and negative word-of-mouth. The current study extends previous research by investigating the role of service failure severity within the existing framework of service recovery research. The results indicate that service failure severity has a significant influence on satisfaction, trust, commitment, and negative word-of-mouth. The results also provide partial support for a moderating influence of service failure severity. Implications and areas for future research are discussed.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/08876040410528737
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