Service Recovery: a Status Perspective

Zhi Lu, The Pennsylvania State University, USA
Anna Mattila, The Pennsylvania State University, USA
Lisa E. Bolton, Pennsylvania State University, USA
Status differences are pervasive in social systems and in customer loyalty programs. We investigate how consumers with varying levels of status respond to individualized and standardized recovery following a service failure. The findings reveal the moderating role of status in firm-customer relationships and provide guidance for firms’ service recovery practices.
[ to cite ]:
Zhi Lu, Anna Mattila, and Lisa E. Bolton (2013) ,"Service Recovery: a Status Perspective", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.