publication . Preprint . 2009

Assessing the additional impact of Process Recovery Communications on Customer Outcomes: A Comprehensive Service Recovery Approach

Y. VAN VAERENBERGH; B. LARIVIÈRE; I. VERMEIR;
Open Access
  • Published: 01 Apr 2009
Abstract
Purpose – Services recoveries following service failures not only imply customer recovery opportunities in which customer-company relationships can be restored, they can also result in process improvements (i.e. process recoveries in literature). This paper seeks to identify the additional impact of process recoveries on four customer outcome variables (satisfaction with service recovery, overall satisfaction, repurchase intent and word-of-mouth) by communicating these improvements back to the complaining customers. In addition, we test for outcome differences depending on the level of customer recovery a complaining customer received (no, unsatisfactory or sati...
Subjects
ACM Computing Classification System: Data_FILES
free text keywords: Service failure, service recovery, customer recovery, process recovery, communication

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