Failure and Recovery on Satisfaction: an Approach From Script Theory

Many Works on service encounters have investigated the impact of experience of failures and corrective actions of judgements of satisfaction (Folkes 1984; Maxham III and Netenmayer 2002; McColl-Kennedy and Spark 2003; McCollough and Berry, Yadav 2000; Smith and Bolton 1999, 2002; Tax, Brown and Chandrashekaran 1998). For example, the impact of cognitive antecedents has been analysed, such as attribution (Folkes 1984) or perceived justice (Tax, Brown and Chandrashekaran 1998), as has been emotional responses (Smith and Bolton, 2002), the type and magnitude of the failures (Wun, Beatty and Jones 2004) or the type of corrective action (Bell and Zemke 1987).

Citation:

Benjamín Sierra Díez, Carlos Falces Delgado, and Rebeca Bautista (2006) ,"Failure and Recovery on Satisfaction: an Approach From Script Theory", in LA - Latin American Advances in Consumer Research Volume 1, eds. Silvia Gonzalez and David Luna, Duluth, MN : Association for Consumer Research, Pages: 21-22.