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Matching service failures and recovery options toward satisfaction

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  • Victor John M. Cantor
  • Richard C. Li

Abstract

Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisfaction. Using a scenario-based survey approach and structural equation modeling, the results are failure severity negatively relates to satisfaction; recovery justices positively relates to satisfaction regardless of the level of failure severity; complaining behavior strengthens (weakens) the relationship between the failure severity (recovery justices) and satisfaction; and relationship quality is a stronger predictor of post-purchase behavioral intentions than satisfaction. A service recovery matrix is proposed to depict appropriate recovery options for different situations.

Suggested Citation

  • Victor John M. Cantor & Richard C. Li, 2019. "Matching service failures and recovery options toward satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 39(13-14), pages 901-924, October.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:901-924
    DOI: 10.1080/02642069.2018.1450868
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