Don't Care About Service Recovery - Inertia Effects Buffer the Impact of Complaint Satisfaction

Christian Brock, Zeppelin University, Germany
Markus Blut, University of Dortmund, Germany
Heiner Evanschitzky, Aston University, UK
Peter Kenning, Zeppelin University, Germany
Marco Hubert, Zeppelin University, Germany
Service recovery has received considerable attention in marketing literature. The impact on purchase behavior has been largely neglected. However, intentions and purchase behavior are not necessarily highly correlated. We contribute to research analyzing service recovery’s effects on purchase behavior after recovery and assessing the role of inertia during service recovery.
[ to cite ]:
Christian Brock, Markus Blut, Heiner Evanschitzky, Peter Kenning, and Marco Hubert (2012) ,"Don't Care About Service Recovery - Inertia Effects Buffer the Impact of Complaint Satisfaction", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 1135-1135.