publication . Article . 2012

Service recovery after DCP

Sally A. Hibbert; Maria G. Piacentini; Margaret K. Hogg;
Open Access English
  • Published: 01 Jul 2012
  • Country: United Kingdom
Abstract
This article introduces the notion of dysfunctional consumer participation. It advances a theoretical model of service recovery for contexts in which the smooth functioning of a service has been disrupted by consumers’ dysfunctional contributions, founded on justice theory and cognitive appraisal theory. The model presents perceived justice as the core element of the evaluation of service recovery encounters. Stressful appraisal evokes emotions in consumers and influences the cooperative or resistant nature of consumer participation in service recovery processes directly and indirectly via its impact on consumers’ emotions. Dysfunctional consumer participation is...
Subjects
free text keywords: Applied Psychology, Social Psychology, Valuation (finance), Customer retention, Business, Transformative learning, Public relations, business.industry, Service recovery, Appraisal theory, Marketing, Dysfunctional family, Social responsibility, Service provider
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publication . Article . 2012

Service recovery after DCP

Sally A. Hibbert; Maria G. Piacentini; Margaret K. Hogg;