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An Empirical Study on the Customer Reponses to Service Recovery in the Context of Service Failure
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- Authors
- Issue Date
- 2005-06
- Citation
- Seoul Journal of Business, Vol.11 No.1, pp. 3-17
- 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
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