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The Effect of Compensation on Repurchase Intentions in Service Recovery☆ · Study

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ArticleThe Effect of Compensation on Repurchase Intentions in Service Recovery☆

Dhruv Grewal2008

OA

Articlegreen2008

The Effect of Compensation on Repurchase Intentions in Service Recovery☆

Dhruv Grewal · Anne L. Roggeveen · Michael Tsiros

268 citations·0/0 files stored·Journal of Retailing

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

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References

1996The Behavioral Consequences of Service Quality 1965Inequity In Social Exchange 1985An attributional theory of achievement motivation and emotion.1986An Attributional Theory of Motivation and Emotion 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1984Essentials of Behavioral Research: Methods and Data Analysis 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach

Cited by

2019Detecting, Preventing, and Mitigating Online Firestorms in Brand Communities 2014Key determinants of passenger loyalty in the low-cost airline business 2012Fix It or Leave It? Customer Recovery from Self-service Technology Failures 2017Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites 2013Identifying Appropriate Compensation Types for Service Failures

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2023Service failure and service recovery: A hybrid review and research agendaarticle · 15 shared references 2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 15 shared references 2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 13 shared references 2005Modeling Roles of Service Recovery Strategy: A Relationship-Focused Viewarticle · 12 shared references 2007Mixed Findings on the Service Recovery Paradoxarticle · 12 shared references 2010The effects of customer age and recovery strategies in a service failure settingarticle · 12 shared references

Details

Year2008

Typearticle

Published2008-08-06

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations268

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jretai.2008.06.002

openalex_workW2164361990

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2014

Customer Complaints and Recovery Effectiveness: A Customer Base Approach

2020Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth

2017User Compensation as a Data Breach Recovery Action: An Investigation of the Sony PlayStation Network Breach1