Is It Possible to Retain Customer Loyalty When a Service Has Failed?

Marimón, Frederic; Alonso‐Almeida, María del Mar; Bernardo, Mercè; Llach, Josep

doi:10.1002/hfm.20579

Cited by 7 publications

(3 citation statements)

References 79 publications

(147 reference statements)

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“…Following this argument, Van Riel et al (2004) recognise the existence of causal links between these constructs and with a third one, service quality; however, they point out that the direction and strength of the links depends on the type of service. Marimon et al (2014) also suggest the existence of a third construct. In an online context, they consider value as an antecedent of satisfaction, and the latter as an antecedent of loyalty.…”

Section: Theoretical Underpinningsmentioning

confidence: 91%

To recommend or to regret the choice? Factors explaining student loyalty: evidence from the catalan university system

Berbegal‐Mirabent

Llach

Marimón

et al. 2020

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This study analyses the determinants of students’ loyalty and seeks to characterise the profile of recent university graduates. The empirical application considers the region of Catalonia, in Spain. Data come from the Satisfaction Graduate Survey elaborated by the Catalan University Quality Assurance Agency. A total of 2,557 questionnaires were collected. Results reveal that satisfaction is a key determinant of loyalty. Other factors that explain students’ loyalty are entrance marks and academic preferences (university and academic degree). Also, a further examination of the students’ profiles reveals that three different groups can be identified: loyal and satisfied students who did not enrolled in their most preferred academic option (first choice), unsatisfied students, and a group of loyal and satisfied students. Implications for policy and practice are discussed.

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Section: Theoretical Underpinningsmentioning

confidence: 91%

To recommend or to regret the choice? Factors explaining student loyalty: evidence from the catalan university system

Berbegal‐Mirabent

Llach

Marimón

et al. 2020

Self Cite

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“…() identified high‐quality service as not only a customer retention tool but also a business differentiator in local and global competition. When customer demand fails to meet customer expectations, service failure can occur and lead to customer dissatisfaction, which may increase the risk of customer loss (Marimon, Alonso‐Almeida, Bernardo, & Llach, ). Over time, the concept of service recovery has evolved into a new branch of inquiry in the field of service research (Heskett, Sasser, & Schlesinger, ).…”

Section: Introductionmentioning

confidence: 99%

A service recovery method to enhance customer satisfaction with a case study of motion sport game

Chiu

Chang

2017

Hum Ftrs & Erg Mfg Svc

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Service recovery is a concept that involves regaining customer satisfaction and loyalty. Although existing studies have addressed its importance, few service recovery methodologies have been developed. Thus, there is a need to develop a systematic framework that can first detect customer status and then provide appropriate recovery recommendations to ensure customer satisfaction. This study develops such a framework in relation to an individual health maintenance practice. While regular moderate exercise is known to promote good health and help prevent disease, the lack of exercise remains a crucial health issue. This study presents a logistic regression model that uses both physiological data (heart rate and blood pressure) and psychological data (ratings of perceived exertion) to detect the effectiveness of an individual's exercise and to provide sports‐related service recovery suggestions as needed. To implement and assess this service recovery model, the use of a motion gaming system is proposed.

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“…Several factors may account for customer dissatisfaction. In the services marketing literature, service failure may occur and lead to customer dissatisfaction especially when product performance fails to meet customer expectations, which may increase the risk of customer loss (Marimon, Alonso-Almeida, Bernardo, & Llach, 2015), or customers shift to competing firms (Smith, Bolton, & Wagner, 1999). Under the current competitive environment such firms facing service failure need to respond either to restore customer satisfaction and reinforce loyalty (Smith et al, 1999), or need to identify customer requirements and develop strategies that allow them to meet or beat the service levels provided by other sellers (Verwijmeren, van der Vlist, & van Donselaar, 1996).…”

Section: Customer Satisfaction In Supply Chainsmentioning

confidence: 99%

Market orientation and performance of agro-food value chains in developing and emerging markets : the case of maize, teff, and beans seed supply chains in Ethiopia

Bogale¹

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According to the World Bank, poverty is defined as a multidimensional concept encompassing low income and consumption, low educational achievement, poor health and nutritional outcomes, lack of access to basic services, and a hazardous living environment. It uses a poverty line of US$1.90 per day as an indicator of extreme poverty (WB, 2017).Unlike most of the rest of the world, the total number of extremely poor people in SSA is increasing, from 278 million in 1990 to 413 million in 2015 (WB, 2017). In 2015, SSA was home to 27 of the world's 28 poorest countries and had more extremely poor people than in the rest of the world combined. While the average poverty rate for other regions was below 13% as of 2015, it stood at about 41% in SSA (WB, 2017). Almost one in four people in SSA were estimated to be undernourished in 2017, representing about one-third of the 821 million people suffering from chronic hunger globally (FAO, IFAD, UNICEF, WFP, & WHO, 2018).Sub-Saharan Africa region accounts for more than 950 million people, approximately 13% of the global population. By 2050, this share is projected to increase to almost 22% or 2.1 billion (OECD, 2016). Smallholder farms constitute approximately 80% of all farms in SSA (Gassner et al., 2019). In many of the countries, women comprise at least half of the labor force (FAO, 2015). However, food insecurity is increasingly concentrated in SSA. SSA remains the world's most food-insecure region, with almost one-fourth of people -over 230 million -being undernourished (FAO, IFAD, & UNICEF, 2019). Among all the regions of the world, SSA is the only region that recorded a 10% (17.4-27.8%) increase in the number of hungry people between the periods of 1990-1992 and 2014-2016. Globally, progress in fighting hunger has been steady with the prevalence of undernourishment falling from 14.7 to 10.6 percent between 2000 and 2015, while the number of undernourished declined from 900 million to 777 million over the same time (FAO, 2017a). A lot of factors accounting for the low level of food security in SSA, though vast regional differences remain: high population growth rates, low productivity of agricultural resources, political instability and civil strife (FAO et al., 2019;OECD, 2016).The success achieved (food security) in countries with stable political conditions, economic growth and expanding agricultural sectors suggests that appropriate governance systems,

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Is It Possible to Retain Customer Loyalty When a Service Has Failed?

Cited by 7 publications

References 79 publications

To recommend or to regret the choice? Factors explaining student loyalty: evidence from the catalan university system

To recommend or to regret the choice? Factors explaining student loyalty: evidence from the catalan university system

A service recovery method to enhance customer satisfaction with a case study of motion sport game

Market orientation and performance of agro-food value chains in developing and emerging markets : the case of maize, teff, and beans seed supply chains in Ethiopia

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