hig.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Remedy or Cure for Service Failure?: Effects of Service Recovery on Customer Satisfaction and Loyalty
Makerere University, Kampala, Uganda.
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration. (Företagsekonomi - Marknadsföring)ORCID iD: 0000-0003-0477-855X
2012 (English)In: Business Process Management Journal, ISSN 1463-7154, E-ISSN 1758-4116, Vol. 18, no 1, p. 82-103Article in journal (Refereed) Published
Abstract [en]

Purpose: This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment.

Design/methodology/approach: A conceptual framework encompassing the concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to develop recovery strategies that meet customer expectations of how their banks should handle such problems.

Findings: Results show that communication had a significant relationship with service recovery and that higher levels of redress independently increase positive consumer responses. The findings also show that the interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was highest and negative word-of-mouth intentions lowest only under conditions of high responsiveness and courtesy.

Research limitations/implications: Service recovery is process-oriented, and does not assess whether the reported problem that led to the actual complaint has actually been resolved. This aspect of the study opens a number of directions for future research with the goal of increasing the still limited understanding of Service Recovery issues in commercial banks. To achieve an indepth view, a more comprehensive qualitative study that pursues the same research questions may be appropriate.

Practical implications & Originality: An implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by service quality leaders should aim to provide just resolutions/fairness in service recovery. This study also provides insight into a company’s customer relationship management practices. However, in order to encourage customers to complain directly, a company needs to enhance the perception of a possible outcome if complained to. A conceptual framework is developed and used to investigate the relationship between service recovery, consumer satisfaction and loyalty

Place, publisher, year, edition, pages
2012. Vol. 18, no 1, p. 82-103
Keywords [en]
service recovery, customer satisfaction, customer loyalty
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:hig:diva-10776DOI: 10.1108/14637151211215028Scopus ID: 2-s2.0-84857551044OAI: oai:DiVA.org:hig-10776DiVA, id: diva2:450825
Available from: 2011-12-16 Created: 2011-10-23 Last updated: 2019-11-25Bibliographically approved

Open Access in DiVA

fulltext(193 kB)4336 downloads
File information
File name FULLTEXT01.pdfFile size 193 kBChecksum SHA-512
d7b76cafb1b73ff20aaea02114466cabac6fb87b7a81a1135c07439bd870df0ce4620636e5641a437b57a8971e6df4dc03b2c42bba18d8120d4cb4b353d0bb8a
Type fulltextMimetype application/pdf

Other links

Publisher's full textScopus

Authority records

Osarenkhoe, Aihie

Search in DiVA

By author/editor
Osarenkhoe, Aihie
By organisation
Business administration
In the same journal
Business Process Management Journal
Social Sciences

Search outside of DiVA

GoogleGoogle Scholar
Total: 4338 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 2540 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf