Satisfaction with service recovery: Its measurement and its outcomes

Christo Boshoff · Gavin E. Staude

47 citations0/0 files storedSouth African Journal of Business Management

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state of satisfaction. Very little scholarly research has been done, however, to assess the satisfaction of customers after service firms have tried to recover from service failure. Although anecdotal evidence suggest it, no empirical research has been done to confirm that effective service recovery will ensure ‘overall’ satisfaction, or the long-term loyalty of complaining customers.The purpose of this study is to assess the validity and reliability of an instrument purported to measure satisfaction with service recovery (RECOVSAT), and to determine which dimensions of service recovery satisfaction are the most important predictors of overall satisfaction and loyalty.

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References

1979A Paradigm for Developing Better Measures of Marketing Constructs 1990Delivering quality service: balancing customer perceptions and expectations 1985Problems and Strategies in Services Marketing 2000Marketing Research: An Applied Approach 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach 1994Critical Service Encounters: The Employee's Viewpoint 1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities 1990The profitable art of service recovery.

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