Perceptions of Fairness and Customer Satisfaction Following Service Failure and Recovery
Perceptions of fairness and customer satisfaction are examined for distributive service recovery and interactional service recovery strategies. The service recovery strategies are examined in relationship to the type of service failure. Types of service failures examined are distributive service failure and interactional service failure. Results show that distributive service recovery strategies are more effective than interactional service recovery strategies when the service failure is distributive. When service failures are interactional, both distributive service recovery and interactional service recovery strategies are effective.
Constant Beugre and Nanda K. Viswanathan (2006) ,"Perceptions of Fairness and Customer Satisfaction Following Service Failure and Recovery", in LA - Latin American Advances in Consumer Research Volume 1, eds. Silvia Gonzalez and David Luna, Duluth, MN : Association for Consumer Research, Pages: 10-14.
Constant Beugre, Delaware State University, USA
Nanda K. Viswanathan, Delaware State University, USA
LA - Latin American Advances in Consumer Research Volume 1 | 2006
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