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Titolo:
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
Autore:
Maxham, JG;
Indirizzi:
Univ Virginia, McIntire Sch Commerce, Charlottesville, VA 22903 USA Univ Virginia Charlottesville VA USA 22903 Charlottesville, VA 22903 USA
Titolo Testata:
JOURNAL OF BUSINESS RESEARCH
fascicolo: 1, volume: 54, anno: 2001,
pagine: 11 - 24
SICI:
0148-2963(200110)54:1<11:SRIOCS>2.0.ZU;2-2
Fonte:
ISI
Lingua:
ENG
Soggetto:
PRODUCT FAILURE; QUALITY; PERCEPTIONS; PERFORMANCE; JUSTICE; DISSATISFACTION; BEHAVIOR; MODEL;
Keywords:
consumer satisfaction; positive word-of-mouth; purchase intentions;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
--discip_BC--
Citazioni:
56
Recensione:
Indirizzi per estratti:
Indirizzo: Maxham, JG Univ Virginia, McIntire Sch Commerce, Monroe Hall, Charlottesville, VA 22903 USA Univ Virginia Monroe Hall Charlottesville VA USA 22903 2903 USA
Citazione:
J.G. Maxham, "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions", J BUS RES, 54(1), 2001, pp. 11-24

Abstract

This paper reports two studies (i.e., an experimental design and a field study) that examine the effects that different levels of service recovery have on satisfaction, purchase intentions, and one's propensity to spread positive word-of-mouth (WOM). The results indicate that moderate to high service recovery efforts significantly increase post-failure levels of satisfaction, purchase intent, and positive WOM. Alternatively, poor service recoveries seemingly exacerbate the discontent attributed to a service failure. The results do not support a recovery paradox, whereby post-recovery satisfaction is greater than that satisfaction prior to the service failure. In addition, the studies suggest that firms may not always benefit (in terms of consumer perceptions) from service recovery efforts over and above a moderate level. (C) 2001 Elsevier Science Inc. All rights reserved.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 05/12/20 alle ore 08:13:51