Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice

Volume: 23, Issue: 3, Pages: 263 - 277
Published: Sep 1, 2006
Abstract
null null It is now well recognized that an effective service recovery program is essential to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc) on post-recovery satisfaction. However, despite the importance of global markets, none have examined the impact of customers' cultural value orientation (i.e., cultural values measured at the...
Paper Details
Title
Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice
Published Date
Sep 1, 2006
Volume
23
Issue
3
Pages
263 - 277
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