SHERP

An Empirical Study on the Customer Reponses to Service Recovery in the Context of Service Failure

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Authors
Yi, Youjae; Lee, Jaehoon
Issue Date
2005
Publisher
College of Business Administration (경영대학)
Citation
Seoul Journal of Business Vol11(1): 3~17(2005)
Keywords
service recoveries; peripheral service failure; service failure severity; core service failure
Abstract
This article examines how customers respond to various service
recoveries by investigating the moderating role of service failure severity.
Using a scenario-based experiment, the proposed model was tested in a
mobile phone service industry. The results show that under the core
service failure, high recoveries are more effective than low recoveries,
whereas low recoveries are as effective as high recoveries under the
peripheral service failure. The effects were assessed in terms of
customers’ intentions such as repurchase intention and word-of-mouth
communication.
ISSN
1226-9816
Language
English
URI
http://hdl.handle.net/10371/1829
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College of Business Administration/Business School (경영대학/대학원)Dept. of Business Administration (경영학과)Seoul Journal of BusinessSeoul Journal of Business Volume 11, Number 1/2 (2005)
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