Topic
Service recovery
About: Service recovery is a research topic. Over the lifetime, 2095 publications have been published within this topic receiving 100260 citations.
Papers published on a yearly basis
Papers
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TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
Abstract: If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...
10,574 citations
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.
Abstract: For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors...
4,811 citations
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
Abstract: The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and re...
4,629 citations
TL;DR: In this paper, customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature, and the author reports results of a critical incid...
Abstract: Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incid...
2,756 citations
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.
Abstract: Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of custom...
2,390 citations