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The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

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  • Mauro Sciarelli
  • Abdelhakim A. Nagm
  • Mona I. Dakrory
  • Mario Tani
  • Mohamed A. Khashan

Abstract

This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

Suggested Citation

  • Mauro Sciarelli & Abdelhakim A. Nagm & Mona I. Dakrory & Mario Tani & Mohamed A. Khashan, 2017. "The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality," International Business Research, Canadian Center of Science and Education, vol. 10(8), pages 215-231, August.
    • Handle: RePEc:ibn:ibrjnl:v:10:y:2017:i:8:p:215-231
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    References listed on IDEAS

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    3. Sarstedt, Marko & Ringle, Christian M. & Smith, Donna & Reams, Russell & Hair, Joseph F., 2014. "Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers," Journal of Family Business Strategy, Elsevier, vol. 5(1), pages 105-115.
    4. Zolfagharian, Mohammad Ali & Paswan, Audhesh, 2009. "Perceived service innovativeness, consumer trait innovativeness and patronage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 155-162.
    5. Dheeraj Sharma, 2015. "Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry," International Journal of Business and Globalisation, Inderscience Enterprises Ltd, vol. 15(2), pages 152-170.
    6. San Martín, Héctor & Herrero, Ángel, 2012. "Influence of the user’s psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework," Tourism Management, Elsevier, vol. 33(2), pages 341-350.
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    1. Mauro Sciarelli & Abdelhakim Nagm & Mona Dakrory & Mario Tani & Mohamed Khashan, 2017. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(10), pages 1-24, September.

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    More about this item

    Keywords

    service recovery; relationship quality; patronage intentions;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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