IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v12y2011i2p297-318.html
   My bibliography  Save this article

Confirmatory Factor Analysis of Determinants of Service Recovery

Author

Listed:
  • Nidhi Sabharwal

    (Nidhi Sabharwal is Senior Research Fellow at Department of Commerce & Business Management, Guru Nanak Dev University, Amritsar, Pubjab, India. E-mail: nidhisabharwal_ns@yahoo.com)

  • Harmeen Soch

    (Harmeen Soch is Senior Lecturer at Department of Commerce & Business Management, Guru Nanak Dev University, Amritsar, Pubjab, India. E-mail: harmeensoch@yahoo.com)

Abstract

This study conceptualizes a framework of service recovery based on equity theory by developing constructs measuring the behavioural intentions of complainants and non-complainants during service failure. Measures of justice, severity of service failure and satisfaction with service recovery are used to design a new scale. Primary data is collected in two separate studies surveying 241 and 752 mobile phone users respectively. The scale is tested for reliability and validity using structural equation modelling. Confirmatory factor analysis (CFA) is used to assess its unidimensionality and model fit. The analysis reveals a good model-fit and the new scale reports for convergent and discriminant validity. This reliable and valid service recovery scale helps in comprehending the theory behind service failure and recovery and enables an understanding of perceived justice in a consumer’s mind post service failure.

Suggested Citation

  • Nidhi Sabharwal & Harmeen Soch, 2011. "Confirmatory Factor Analysis of Determinants of Service Recovery," Global Business Review, International Management Institute, vol. 12(2), pages 297-318, June.
    • Handle: RePEc:sae:globus:v:12:y:2011:i:2:p:297-318
    DOI: 10.1177/097215091101200208
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/097215091101200208
    Download Restriction: no
    File URL: https://libkey.io/10.1177/097215091101200208?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bearden, William O & Netemeyer, Richard G & Teel, Jesse E, 1989. "Measurement of Consumer Susceptibility to Interpersonal Influence," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(4), pages 473-481, March.
    2. Peterson, Robert A, 1994. "A Meta-analysis of Cronbach's Coefficient Alpha," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(2), pages 381-391, September.
    3. Sparks, Beverley A. & McColl-Kennedy, Janet R., 2001. "Justice strategy options for increased customer satisfaction in a services recovery setting," Journal of Business Research, Elsevier, vol. 54(3), pages 209-218, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mark Heitmann & Andreas Herrmann, 2007. "Die Zufriedenheit mit dem Entscheidungsprozess als Determinante der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 59(5), pages 530-566, August.
    2. Joseph A. Cazier & Benjamin B. M. Shao & Robert D. St. Louis, 2007. "Sharing information and building trust through value congruence," Information Systems Frontiers, Springer, vol. 9(5), pages 515-529, November.
    3. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
    4. Yoonsun Oh & Jungsuk Oh, 2017. "A critical incident approach to consumer response in the smartphone market: product, service and contents," Information Systems and e-Business Management, Springer, vol. 15(3), pages 577-597, August.
    5. Ruvio, Ayalla A. & Shoham, Aviv, 2016. "Consumer arrogance: Scale development and validation," Journal of Business Research, Elsevier, vol. 69(10), pages 3989-3997.
    6. Bangwool Han & Minho Kim, 2019. "Hofstede’s Collectivistic Values and Sustainable Growth of Online Group Buying," Sustainability, MDPI, vol. 11(4), pages 1-15, February.
    7. Yadav, Manjit S. & de Valck, Kristine & Hennig-Thurau, Thorsten & Hoffman, Donna L. & Spann, Martin, 2013. "Social Commerce: A Contingency Framework for Assessing Marketing Potential," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 311-323.
    8. Ostovan, Nima & Khalili Nasr, Arash, 2022. "The manifestation of luxury value dimensions in brand engagement in self-concept," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    9. Maria Naether & Janine Stratmann & Christina Bendfeldt & Ludwig Theuvsen, 2015. "Wodurch wird die Arbeitszufriedenheit landwirtschaftlicher Arbeitnehmer beeinflusst?," Journal of Socio-Economics in Agriculture (Until 2015: Yearbook of Socioeconomics in Agriculture), Swiss Society for Agricultural Economics and Rural Sociology, vol. 8(1), pages 85-96.
    10. Liselot Hudders & Mario Pandelaere, 2012. "The Silver Lining of Materialism: The Impact of Luxury Consumption on Subjective Well-Being," Journal of Happiness Studies, Springer, vol. 13(3), pages 411-437, June.
    11. Mario Schaarschmidt & Dirk Homscheid & Thomas Kilian, 2019. "Application Developer Engagement In Open Software Platforms: An Empirical Study Of Apple Ios And Google Android Developers," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(04), pages 1-33, May.
    12. Leo, Cheryl & Russell-Bennett, Rebekah, 2014. "Developing a multidimensional scale of customer-oriented deviance (COD)," Journal of Business Research, Elsevier, vol. 67(6), pages 1218-1225.
    13. Martijn G. de Jong & Jan-Benedict E. M. Steenkamp & Bernard P. Veldkamp, 2009. "A Model for the Construction of Country-Specific Yet Internationally Comparable Short-Form Marketing Scales," Marketing Science, INFORMS, vol. 28(4), pages 674-689, 07-08.
    14. Kee-Young Kwahk & Byoungsoo Kim, 2017. "Effects of social media on consumers’ purchase decisions: evidence from Taobao," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 803-829, December.
    15. Gentina, Élodie & Chandon, Jean-Louis, 2013. "Adolescent shopping behaviour: Different assimilation and individuation needs in France and the United States," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 609-616.
    16. Catherine Viot & André Le Roux & Florence Kremer, 2014. "Attitude towards the purchase of counterfeits: Antecedents and effect on intention to purchase," Post-Print halshs-02530136, HAL.
    17. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
    18. Yuho Chung & Yiwei Li & Jianmin Jia, 2021. "Exploring embeddedness, centrality, and social influence on backer behavior: the role of backer networks in crowdfunding," Journal of the Academy of Marketing Science, Springer, vol. 49(5), pages 925-946, September.
    19. Le Thanh Tiep & Ngo Quang Huan & Tran Thi Thuy Hong, 2020. "The Impact of Renewable Energy on Sustainable Economic Growth in Vietnam," International Journal of Energy Economics and Policy, Econjournals, vol. 10(6), pages 359-369.
    20. Herjanto, Halimin & Amin, Muslim & Purington, Elizabeth F., 2021. "Panic buying: The effect of thinking style and situational ambiguity," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:12:y:2011:i:2:p:297-318. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.