The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions

Volume: 29, Issue: 1, Pages: 65 - 87
Published: Apr 24, 2019
Abstract
Customer participation in service failure recovery has gained increasing attention as today’s customers are actively engaged in the service process. However, limited research examines customer participation and their satisfaction with the service recovery effort. The current study examines the customer controllability regarding service failure to determine customer satisfaction and behavior intention toward service recovery approaches. The study...
Paper Details
Title
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Published Date
Apr 24, 2019
Volume
29
Issue
1
Pages
65 - 87
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