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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
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    References listed on IDEAS

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    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.
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