Recovery Voice and Satisfaction After Service Failure
Abstract
Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the problem. In a scenario-based experiment carried out in an airline setting and in a hotel setting...
Paper Details
Title
Recovery Voice and Satisfaction After Service Failure
Published Date
Nov 1, 2007
Journal
Volume
10
Issue
2
Pages
187 - 203
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Notes
History