The Effect of Identical Or Distinct Service Failure Recovery on Customer Satisfaction
This paper study showed that providing the same type of service is worse than providing a different service in terms of customer satisfaction. Two boundary conditions were examined, in which the severity of the failure and consumer participation mitigate the effect of identical/distinct service recovery on customer satisfaction.
Citation:
Yin-Hui Cheng, Shih-Chieh Chuang, and Ya-Ju Shen (2020) ,"The Effect of Identical Or Distinct Service Failure Recovery on Customer Satisfaction", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1189-1189.
Authors
Yin-Hui Cheng, National Taichung University of Education, Taiwan
Shih-Chieh Chuang, National Chung Cheng University, Taiwan
Ya-Ju Shen, National Chung Cheng University
Volume
NA - Advances in Consumer Research Volume 48 | 2020
Share Proceeding
Featured papers
See MoreFeatured
Brands as Complex Social Processes
Andrea Hemetsberger, University of Innsbruck, Austria
Hans Mühlbacher, International University of Monaco
Eric J Arnould, Aalto University, Finland
Featured
I'm Scared, Want to Listen? Fear's Influence on Self-Disclosure
Anupama Mukund Bharadwaj, University of Washington, USA
Lea Dunn, University of Washington, USA
Joey Hoegg, University of British Columbia, Canada
Featured
In Pursuit of Imperfection: How Flawed Products Can Reveal Valuable Process Information
Erin P Carter, University of Maine
Peter McGraw, University of Colorado, USA