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Effects of compensation for service recovery: From the equity theory perspective · Study

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ArticleEffects of compensation for service recovery: From the equity theory perspective

Soyeon Kwon2012

Article2012

Effects of compensation for service recovery: From the equity theory perspective

Soyeon Kwon · SooCheong Shawn Jang

97 citations·0/0 files stored·International Journal of Hospitality Management

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

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References

1994The Commitment-Trust Theory of Relationship Marketing 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 2010Satisfaction: a behavioral perspective on the consumer 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 2003Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies 2014Satisfaction: A Behavioral Perspective on the Consumer

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2017Why are Generation Y consumers the most likely to complain and repurchase?2020An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention 2014Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction 2020Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context

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2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 20 shared references 2023Service failure and service recovery: A hybrid review and research agendaarticle · 17 shared references 2011Service recovery: Literature review and research issuesarticle · 17 shared references 2005Modeling Roles of Service Recovery Strategy: A Relationship-Focused Viewarticle · 16 shared references 2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 16 shared references 2016Handling online service recovery: Effects of perceived justice on online gamesarticle · 16 shared references

Details

Year2012

Typearticle

Published2012-03-27

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations97

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2012.03.002

openalex_workW2023600982

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2017

Do customers care about types of hotel service recovery efforts?

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2019Is consumer forgiveness possible?

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