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Customer satisfaction with service recovery

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  • Gustafsson, Anders

Abstract

This commentary is about the article, "Satisfaction with Service Recovery: Perceived Justice and Emotional Responses" (Rio-Lanza, Vázquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce. More and more services include a technology component that may limit customer/employee contacts and make services more complex. Retaining customers, therefore, becomes a very relevant issue that makes Rio-Lanza et al.'s research important. Researchers in service management have studied service recovery considerably. This article describes some of the general trends in research about customer satisfaction in connection to service recovery as well as Rio-Lanza et al.'s contribution.

Suggested Citation

  • Gustafsson, Anders, 2009. "Customer satisfaction with service recovery," Journal of Business Research, Elsevier, vol. 62(11), pages 1220-1222, November.
    • Handle: RePEc:eee:jbrese:v:62:y:2009:i:11:p:1220-1222
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    Citations

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    Cited by:

    1. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    2. Ghazal Shams & Mohsin Abdur Rehman & Sarminah Samad & Raouf Ahmad Rather, 2020. "The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 25-34, June.
    3. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    4. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.
    5. Bougoure, Ursula Sigrid & Russell-Bennett, Rebekah & Fazal-E-Hasan, Syed & Mortimer, Gary, 2016. "The impact of service failure on brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 62-71.
    6. Zhennan Yuan & Jin Qin & Xiaoming Yan & Yugang Yu, 2022. "Compensation policy for delivery delay in online retailing," Operational Research, Springer, vol. 22(4), pages 3869-3900, September.
    7. Tsionas, Mike G. & Chen, Zhongfei & Wanke, Peter, 2017. "A structural vector autoregressive model of technical efficiency and delays with an application to Chinese airlines," Transportation Research Part A: Policy and Practice, Elsevier, vol. 101(C), pages 1-10.
    8. Lee, Seunghwan & Kim, Yukyoum & Heere, Bob, 2018. "Sport team emotion: Conceptualization, scale development and validation," Sport Management Review, Elsevier, vol. 21(4), pages 363-376.
    9. Sharifi, Seyed Shahin & Aghazadeh, Hashem, 2016. "Discount reference moderates customers' reactions to discount frames after online service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4074-4080.
    10. Hyun-Kyung Choi & Sang-Soo Kim & Bum-Seok Kim, 2023. "Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure," SAGE Open, , vol. 13(4), pages 21582440231, December.
    11. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    12. Urueña, Alberto & Hidalgo, Antonio, 2016. "Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses," Journal of Business Research, Elsevier, vol. 69(4), pages 1384-1389.
    13. Mattila, Anna S. & Cho, Wonae & Ro, Heejung (Cheyenne), 2011. "The role of self-service technologies in restoring justice," Journal of Business Research, Elsevier, vol. 64(4), pages 348-355, April.
    14. Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
    15. Malhotra, Neeru & Mavondo, Felix & Mukherjee, Avinandan & Hooley, Graham, 2013. "Service quality of frontline employees: A profile deviation analysis," Journal of Business Research, Elsevier, vol. 66(9), pages 1338-1344.
    16. Assaf, A. George & Josiassen, Alexander & Gillen, David, 2014. "Measuring firm performance: Bayesian estimates with good and bad outputs," Journal of Business Research, Elsevier, vol. 67(6), pages 1249-1256.

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