Service recovery: Impact on satisfaction and intentions
Richard A. Spreng
(Assistant Professor of Marketing at the Eli Broad Graduate School of Management, Michigan State University, East Lansing, Michigan, USA.)
Gilbert D. Harrell
(Professor of Marketing at the Eli Broad Graduate School of Management, Michigan State University, East Lansing, Michigan, USA.)
Robert D. Mackoy
(Assistant Professor of Marketing, College of Business Administration, Butler University, Indianapolis, Indiana, USA.)
19219
Abstract
Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.
Keywords
Citation
Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995), "Service recovery: Impact on satisfaction and intentions", Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23. https://doi.org/10.1108/08876049510079853
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited