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

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.



Citation:

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 , Carolyn Yoon, and , Duluth, MN : Association for Consumer Research, Pages: 789-789.

Authors

Krista Hill, Bridgewater State University, USA
Anne Roggeveen, Babson College, USA
Dhruv Grewal, Babson College, USA



Volume

NA - Advances in Consumer Research Volume 43 | 2015



Share Proceeding

Featured papers

See More

Featured

Algorithm Attraction versus Aversion: The Role of the Perceived Self-Efficacy of the Decision Maker

Gizem Yalcin, Erasmus University Rotterdam, The Netherlands
Anne-Kathrin Klesse, Erasmus University Rotterdam, The Netherlands
Darren Dahl, University of British Columbia, Canada

Read More

Featured

Alternative Worldviews on Human – Nonhuman Relations: The Turkish Case

N. Alican Mecit, HEC Paris, France
tina m. lowrey, HEC Paris, France

Read More

Featured

H1. How Anthropomorphized Roles Influence Consumers' Attitude Towards Innovative Products

yuanqiong He, Huazhong University of Science and Technology, China
Zhou Qi, Huazhong University of Science and Technology, China

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.