Service recovery: Impact on satisfaction and intentions

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

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Year of publication:	1995
Authors:	Spreng, Richard A. ; Harrell, Gilbert D. ; Mackoy, Robert D.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 9.1995, 1, p. 15-23
Publisher:	MCB UP Ltd
Subject:	Complaints \| Consumer behaviour \| Customer satisfaction \| Employee involvement \| Problem solving \| Relocation \| Service operations \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049510079853 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905534