Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1029319 | Journal of Retailing and Consumer Services | 2012 | 10 Pages |
Abstract
This research examines the effects of service criticality, service type, previous service experience, and service recovery on customer satisfaction, customer loyalty, and complaint behavior. The results of a 2 (service criticality: high or low) x2 (service type: personal or nonpersonal) x 2 (previous service experience: failure or nonfailure) x3 (service recovery: assistance only, compensation only, or assistance with compensation) between-subjects experimental design indicate significant main effects for each independent variable on the combined dependent measures. In addition, two-way interaction effects, each involving service type, were found. Managerial implications and future research directions are discussed.
Keywords
Related Topics
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Authors
Stevie Watson,