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An Assessment of Recovsat Utilization for Different Service Typologies

Author

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  • Ana Cristina Costa
  • Rogério Puga-Leal
  • Zulema Lopes Pereira

Abstract

This piece of research is focused on service recovery and uses the RECOVSAT instrument to obtain data from a sample of complaining customers. The study comprises three main stages. The first stage includes a descriptive analysis of the incidence and consequences of complaints in several categories of services. A Factor Analysis is performed in the second stage to compare the factor structure that emerged from the obtained data with that proposed by RECOVSAT. Finally, several regression models are used in the last stage to assess the influence of service recovery dimensions on the overall satisfaction, intention to repurchase and recommendation.

Suggested Citation

  • Ana Cristina Costa & Rogério Puga-Leal & Zulema Lopes Pereira, 2012. "An Assessment of Recovsat Utilization for Different Service Typologies," Quality Innovation Prosperity, Technical University of Košice, Department of integrated management, vol. 16(2).
    • Handle: RePEc:tuk:qipqip:v:16:y:2012:i:2:4
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    File URL: http://www.qip-journal.eu/index.php/QIP/article/download/64/47
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    References listed on IDEAS

    as
    1. Grewal, Dhruv & Roggeveen, Anne L. & Tsiros, Michael, 2008. "The Effect of Compensation on Repurchase Intentions in Service Recovery," Journal of Retailing, Elsevier, vol. 84(4), pages 424-434.
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    Cited by:

    1. Ghizlane Errabi, 2023. "Reflections on resilience in the context of failure - Proposal of a Theoretical Framework," Post-Print hal-04623885, HAL.

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    More about this item

    Keywords

    Service recovery; Recovsat; Complaints; Recovery dimensions;
    All these keywords.

    JEL classification:

    • Z - Other Special Topics

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