The Impact of Service Recovery Strategies on Consumer Responses: a Conceptual Model and Meta-Analysis

Krista Hill, Bridgewater State University, USA
Anne Roggeveen, Babson College, USA
Dhruv Grewal, Babson College, USA
This paper provides a comprehensive overview of service recovery research and provides avenues for future research. Using meta-analysis, the research explores the impact of different service recovery strategies (compensation, empathetic response, and information) on consumer responses, as well as moderating factors related to the failure, the firm, and the recovery.
[ to cite ]:
Krista Hill, Anne Roggeveen, and Dhruv Grewal (2015) ,"The Impact of Service Recovery Strategies on Consumer Responses: a Conceptual Model and Meta-Analysis", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl and Carolyn Yoon, Duluth, MN : Association for Consumer Research, Pages: 789-789.