Article ID Journal Published Year Pages File Type
7434221 Journal of Retailing and Consumer Services 2016 7 Pages PDF
Abstract
Based on the literature on customer value and service dominant (S-D) logic, this study suggests that hedonic and utilitarian value derived from co-creation of a service recovery contribute to perceived equity and affect toward the service recovery, which, in turn, enhance customers' repurchase intentions. A scenario-based survey approach was used to collect data from U.S. consumers (N=330). Results show that utilitarian value enhances both equity and affect toward the service recovery while hedonic value contributes only to equity. In addition, the findings reveal that both equity and affect toward the recovery are positively associated with repurchase intentions.
Related Topics
Social Sciences and Humanities Business, Management and Accounting Marketing
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