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Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction · Study

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ArticleService Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Ronald L. Hess2003

Article2003

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Ronald L. Hess · Shankar Ganesan · Noreen M. Klein

956 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1979Prospect Theory: An Analysis of Decision under Risk 1988Structural equation modeling in practice: A review and recommended two-step approach.1988Prospect theory: An analysis of decision under risk 1992Alternative Ways of Assessing Model Fit 1980Significance tests and goodness of fit in the analysis of covariance structures.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1987Developing Buyer-Seller Relationships 1999Whence Consumer Loyalty?

Cited by

2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance 2004"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors 2007Customer betrayal and retaliation: when your best customers become your worst enemies 2009Anger, frustration, and helplessness after service failure: coping strategies and effective informational support 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

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2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 21 shared references 2008Research themes, concepts and relationshipsarticle · 18 shared references 2007Understanding the ‘Service’ Component of Application Service Provision: An Empirical Analysis of Satisfaction with ASP Serviceschapter · 17 shared references 2011Failure to deliver? Linking online order fulfillment glitches with future purchase behaviorarticle · 17 shared references 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encountersarticle · 15 shared references 2009The moderating role of switching barriers on customer loyalty in the life insurance industryarticle · 15 shared references

Details

Year2003

Typearticle

Published2003-04-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations956

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1177/0092070302250898

openalex_workW1970718009

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2017Does gratitude enhance prosociality?: A meta-analytic review.