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Service Recovery Strategies for Single and Double Deviation Scenarios

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  • Robert Johnston
  • Adrian Fern

Abstract

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  • Robert Johnston & Adrian Fern, 1999. "Service Recovery Strategies for Single and Double Deviation Scenarios," The Service Industries Journal, Taylor & Francis Journals, vol. 19(2), pages 69-82, April.
    • Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:69-82
    DOI: 10.1080/02642069900000019
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    Citations

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    Cited by:

    1. Al-Ababneh, Mukhles M. & Al-Sabi, Samer M. & Al-Shakhsheer, Firas J. & Habiballah, Ma’moun A., 2018. "Mediating Role Of Empowerment Between Total Quality Management (Tqm) And Service Recovery Performance In The Hotel Industry," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(3), pages 286-313.
    2. Ana B. Casado & Francisco J. Mas & Hans Kasper, 2006. "Explaining Satisfaction In Double Deviation Scenarios: The Effects Of Anger And Distributive Justice," Working Papers. Serie EC 2006-09, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
    3. Melissa Cunliffe & Robert Johnston, 2008. "Complaint management and the role of the chief executive," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 47-63, March.
    4. Valenzuela, Fredy, 2014. "Switching barriers' influences on service recovery evaluation in the retail banking industry: Construct development and testing," Australasian marketing journal, Elsevier, vol. 22(4), pages 296-306.
    5. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
    6. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    7. Pierre-Nicolas Schwab & Laurence Rosier, 2015. "Influence of the Communication Channel on the Forms of Impoliteness in Company-Customer Interactions," Working Papers CEB 15-019, ULB -- Universite Libre de Bruxelles.
    8. Vo Thi Quy & Pham Thi Bich Lan, 2015. "The Impact of Bank Responses to Recovery Service Satisfaction," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 5(9), pages 1076-1090, September.
    9. Harris, Katherine E. & Grewal, Dhruv & Mohr, Lois A. & Bernhardt, Kenneth L., 2006. "Consumer responses to service recovery strategies: The moderating role of online versus offline environment," Journal of Business Research, Elsevier, vol. 59(4), pages 425-431, April.
    10. Pierre-Nicolas Schwab & Laurence Rosier & Sandra Rothenberger, 2015. "Politeness matters: The antecedents and consequences of politeness in a complaint handling setting," Working Papers CEB 15-011, ULB -- Universite Libre de Bruxelles.
    11. Pierre-Nicolas Schwab, 2015. "Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction," Working Papers CEB 15-005, ULB -- Universite Libre de Bruxelles.
    12. Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    13. Reis, João & Amorim, Marlene & Melão, Nuno, 2019. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry," International Journal of Production Economics, Elsevier, vol. 215(C), pages 24-33.
    14. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
    15. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
    16. Ana B. Casado & Juan Luis Nicolau & Francisco Mas Ruiz, 2008. "The negative effects of failed service recoveries," Working Papers. Serie EC 2008-07, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
    17. Wendy K. T. Gubler & Matthew W. McCarter & Kristie K. W. Seawright & Yuli Zhang, 2008. "Service Recovery in Transition Economies: Russia and China," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 6(1), pages 23-51.
    18. Pierre-Nicolas Schwab & Laurence Rosier, 2013. "Politeness strategies in firms’ answers to customer complaints," Working Papers CEB 13-023, ULB -- Universite Libre de Bruxelles.

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