Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies
In the marketing literature, there is a great interest in learning how companies should behave after a service failure. From this perspective, different service recovery strategies have been proposed. This experimental study of the airline industry deals with this topic, indicating the benefits of carrying out, after a service failure, a financial compensation and/or an explanation based on social comparison. The results indicate when financial compensation and social comparison increase satisfaction and when they have a positive impact on different behaviour intentions (repurchase intentions, positive or negative word of mouth communication, and complaints to the company and/or third parties). There predictions on the effects of the service recovery strategies are developed on the basis of failure stability and the emotions (anger) brought on by it.
Year of publication: |
2010
|
---|---|
Authors: | Vázquez-Casielles, Rodolfo ; Iglesias, Víctor ; Varela-Neira, Concepción |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 32.2010, 1, p. 83-103
|
Publisher: |
Taylor & Francis Journals |
Saved in:
Online Resource
Saved in favorites
Similar items by person
-
Explaining customer satisfaction with complaint handling
Varela Neira, Concepción, (2010)
-
Varela Neira, Concepción, (2009)
-
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción, (2010)
- More ...