IDEAS home Printed from https://ideas.repec.org/a/taf/jbemgt/v12y2011i3p503-528.html
   My bibliography  Save this article

Managing service recovery processes: the role of customers' age

Author

Listed:
  • Jesús Cambra-Fierro
  • Juan M. Berbel-Pineda
  • Rocío Ruiz-Benítez
  • Rosario Vazquez-Carrasco

Abstract

Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role of age as potential moderating. Segmenting customers' samples by age may potentially contribute to more effective service recovery process management. Older customers seem to be more loyal when dealing with service providers than younger customers, while younger customers are more demanding in terms of companies' efforts. Implications for both literature and practice are included at the front-end of the paper.

Suggested Citation

  • Jesús Cambra-Fierro & Juan M. Berbel-Pineda & Rocío Ruiz-Benítez & Rosario Vazquez-Carrasco, 2011. "Managing service recovery processes: the role of customers' age," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(3), pages 503-528, April.
    • Handle: RePEc:taf:jbemgt:v:12:y:2011:i:3:p:503-528
    DOI: 10.3846/16111699.2011.599405
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.3846/16111699.2011.599405
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.3846/16111699.2011.599405?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Larry P. Pleshko & Richard A. Heiens, 2015. "An Investigation Of Chronological Versus Cognitive Age Impact In The Kuwait Coffee Shop Market," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 6(1).
    2. Cambra-Fierro, Jesús & Pérez, Lourdes & Grott, Emily, 2017. "“Towards a co-creation framework in the retail banking services industry: Do demographics influence?â€," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 219-228.

    More about this item

    Statistics

    Access and download statistics

    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:taf:jbemgt:v:12:y:2011:i:3:p:503-528. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/TBEM20 .

    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.