Recovsat

Abstract

Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. If service failures occur, the literature contends, there are tactics and strategies service firms can employ to return customers to a state of satisfaction. However, no attempt has as yet been made to assess how satisfied customers are after service firms have tried to recover from service failures. The purpose of this study is, first, to identify the dimensions of transaction-specific service recovery satisfaction by analyzing consumer expectations and, second, to develop a validated measuring instrument to measure satisfaction with transaction-specific service recovery based on those dimensions. The evidence of validity (convergent, discriminant, and nomological) and reliability reported here confirms the construct validity of the 17-item RECOVSAT instrument to measure satisfaction with transaction-specific service recovery.

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