The Impact of Service Recovery Communication Channel on Perceived Quality of Service Recovery and Consumer Behavior

Date
2015-11-13
Authors
Jung, Na
Seock, Yoo-Kyoung
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Altmetrics
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Consumers often encounter service failure, which consequently leads to consumer dissatisfaction, negative word-of-mouth, and the collapse of consumer loyalty (Kuo & Wu, 2012). As the critical negative impact of service failure has been revealed, service recovery—the process to solve consumer problems as a result of service failure (Miller, Craighead, & Karwan, 2000)—has recently been considered a crucial marketing strategy for researchers and service providers in maintaining customers relationships (Maxham, 2001). This study primarily aims to identify effective service recovery processes that positively influence consumer satisfaction, word-of-mouth intention, and loyalty intention based on the disconfirmation paradigm theory.

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