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Service Recovery And The Elusive Paradox: An Examination Of The Effects Of Magnitude Of Service Failure, Service Failure Responsiveness, Service Guarantee And Additional Recovery Effort On Service Recovery Comes, Anthony Hugh Kerr
LSU Doctoral Dissertations
Service failure and recovery remain critical issues for both academicians and marketing practitioners. Defined as a service provider’s response to a failed service, service recovery can mean the difference between a firm’s success and failure, for increasing customer retention and limiting customer defection are integral components of organizational growth and profitability. The purpose of this dissertation was two-fold: (1) to test the effects of magnitude of service failure, service failure responsiveness, and the presence of a service guarantee on customer satisfaction levels and other service recovery outcomes (Study 1); and (2) to test the effects of additional recovery effort and …