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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 …

Customer Relationship Marketing And Effects Of Demographics And Technology On Customer Satisfaction And Loyalty In Financial Services, Priscilla Gaudet Aaltonen

Theses and Dissertations in Business Administration

In today's market, financial institutions are adopting Customer Relationship Marketing (CRM) as a strategy aimed at collecting and using data to deliver increased customer value (Payne, Holt, Frow 2000) and, in turn, to increase customer satisfaction and, ultimately, customer loyalty. However, as more studies are being done on the outcome of CRM strategies over time, it is becoming evident that the costs often outweigh the expected benefits and CRM projects have consistently over-promised and under-delivered (Norman and Zafar 2001). Often, customer satisfaction is increased slightly but loyalty rates do not increase at all.

To date, much of what has been …