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An Empirical Examination Of The Moderators Of The Service Recovery Paradox, Vincent P. Magnini
An Empirical Examination Of The Moderators Of The Service Recovery Paradox, Vincent P. Magnini
Theses and Dissertations in Business Administration
Some researchers (Abrams and Paese, 1993; Bitner, Booms, and Tetreault, 1990; Etzel and Silverman. 1981; Feinberg et al., 1990; Folkes and Kotsos, 1986; Gilly and Gelb, 1982; Hart, Heskett, and Sasser, 1990; Hocutt, Chakraborty, and Mowen, 1997; Kelley and Davis, 1994; Kelley, Hoffman and Davis, 1993; McCollough and Bharadwaj, 1992; Michel, 2001; Chrage, 2001; Smith and Bolton, 1998; Spreng, Harrell, and Mackoy, 1995; Tax, Brown, and Chandrashekaran, 1998) support the notion of a ‘recovery paradox’ which states that the occurrence of a failure may, if the recovery is effective, offer an opportunity to acquire higher satisfaction ratings from customers than …