Service failure and recovery: The impact of relationship factors on customer satisfaction

被引:614
作者
Hess, RL
Ganesan, S
Klein, NM
机构
[1] Univ Arizona, Eller Coll Business & Publ Adm, Tucson, AZ 85721 USA
[2] Virginia Polytech Inst & State Univ, Blacksburg, VA 24061 USA
关键词
service failure; attributions; customer relationships;
D O I
10.1177/0092070302250898
中图分类号
F [经济];
学科分类号
02 ;
摘要
This research investigated how customers' relationships with a service organization affect their reactions to service failure and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions and expectations when service failures occur The empirical results showed that customers with higher expectations of relationship continuity had lower service recovery expectations after a service failure and also attributed that failure to a less stable cause. Both the lower recovery expectations and the lower stability attributions were associated with greater satisfaction with the service performance after the recovery. These effects appeared to be key processes by which relationships buffer service organizations when service failures occur.
引用
收藏
页码:127 / 145
页数:19
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