To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical...

States that providing quality customer service is increasingly regarded as an important basis for establishing and maintaining solid and long‐term relationships between manufacturers and distributors in marketing channels. Discusses the results of a research project which was undertaken to...