Antecedents to satisfaction with service recovery

Abstract

Building on disconfirmation theory, equity theory and affect‐balance theory, considers antecedents to satisfaction with service recovery. A theoretical model is proposed and tested empirically based on a cross‐sectional national sample of 201 dissatisfied customers complaining of services. The results suggest that perceived performance of service recovery has an impact on equity. Second, disconfirmation of expectations of service recovery and perceived fairness of outcome of service recovery have an impact on satisfaction with service recovery. Finally, negative affect caused by the initial service failure does not have an impact on satisfaction with service recovery.

Managing online service recovery: procedures, justice and customer satisfaction

“…Prior research on offline service failure and recovery provides extensive empirical support for the relationship between customer satisfaction with service recovery, and subsequent positive behavioural intentions (e.g., Blodgett et al, 1997;Smith et al, 1999;Andreassen, 2000;Maxham and Netemeyer, 2002). In the context of online service failures, research has examined the impact of offline service recovery efforts on customer satisfaction and subsequent behavioural intentions.…”

Diez tipos de expectativas

“…Desde este enfoque de demanda, investigaciones previas indican que los consumidores utilizan las expectativas sobre la calidad del servicio a la hora de comparar ofertas (Oliver, 1977(Oliver, , 1980Cadotte et al, 1987;Oliver & Burke, 1999;Andreassen, 2000;Torres Moraga, 2010, DuqueOliva & Mercado-Barboza, 2011 • Fuertes expectativas iniciales positivas, que amortiguan la valoración de fallos en el suministro de servicio.…”

“…En la actualidad, los clientes reclaman la mejor calidad de servicio posible (Fisk, 2011, p. 20); por ello solamente las empresas que promueven la superación de las expectativas de sus clientes podrán ambicionar las posiciones de liderazgo del mercado. La investigación académi-ca se ha volcado en el estudio y la comprensión de la calidad y de los factores que la condicionan; sin embargo, a pesar de la amplia bibliografía sobre ambos temas, estos estudios continúan ofreciendo oportunidades para mejorar la comprensión de dos enfoques en los que tienen un impacto fundamental (Oliver, 1977(Oliver, , 1980Cadotte, Woordruff & Jenkins, 1987;Oliver & Burke, 1999;Andreassen, 2000;Torres Moraga, 2010;DuqueOliva & Mercado-Barboza, 2011): 1. Enfoque de oferta: el enfoque se centra en el proceso de generación de valor añadido para el cliente, buscando su satisfacción y, en úl-timo término, una mayor cuota de mercado.…”

The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

“…Generally, satisfaction pointed to the customer's fulfillment response, it is a judgment that a product or service characteristics, or the product or service itself, may be used to reach a satisfying level of consumption-related fulfillment (Oliver, 1997, p. 13). In 1981 (p. 27), Oliver defines customer satisfaction as "Summary emotional state resulting when the emotion surrounding disconfirmed expectations is coupled with the consumer's prior feelings about the consumption experience" (Andreassen, 2000). Choi and La (2013), suggest that service recovery satisfaction (SRS), sometimes referred to as the complaint handling (Tax et al 1998;Orsingher, Valentini and De Angelis, 2010), is the customer's assessment of how a service failure handled by the service provider.…”

“…According to Zemke and Bell (1990), service recovery is "a thought-out process for returning aggravated customers to a state of satisfaction with the company after a service has failed to exceed the customer's expectations". SR contains all strategies, actions, and tactics a service provider undertakes to respond to a service failure, in order to satisfy customers and retain them (Andreassen, 2000;Miller, Craighead, and Karwan, 2000;Petzer, Steyn and Mostert 2009). It encompasses all the corrective actions to respond to a poor quality service (Gronroos, 1988).…”