Service failure and recovery: The impact of relationship factors on customer satisfaction

By R. Hess, Shankar Ganesan, Noreen M. Klein. 2003

1,046 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/25a5c8e164ddea603573e81765477c688810e664

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The nature of an apology: An experimental study on how to apologize after a service failure (2013, methodology): “Failure type was manipulated by either depicting a process or an outcome failure, which were based on previous research and adjusted to fit our study purpose (Bonifield and Cole 2008; Hess et al. 2003).”
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale (2008, methodology): “The use of scenarios in service recovery research is a commonly accepted methodology (e.g., see Smith and Bolton 2002; Hess et al. 2003 ).”
Customer betrayal and retaliation: when your best customers become your worst enemies (2008, background): “In most cases, strong relationships were found to have a positive effect on satisfaction with a recovery (Hess et al. 2003), to mitigate the effects of a poor recovery on a reduction in trust, commitment, and loyalty (Mattila 2001; Tax et al. 1998), and to reduce the desire for retaliation when low…”
Identifying Appropriate Compensation Types for Service Failures (2014, methodology): “However, the effect fluctuates from nonsignificant (Garrett 1999) to small/medium (Grewal, Roggeveen, and Tsiros 2008) or very large (Hess, Ganesan, and Klein 2003).”
Buffering and Amplifying Effects of Relationship Commitment in Business-to-Business Relationships (2010, background): “Even so, several studies (e.g., Anderson and Jap 2005; Grayson and Ambler 1999; Hess, Ganesan, and Klein 2003) have investigated a “dark side” of close relationships.”
The attribution of service failures: effects on consumer satisfaction (2009, background): “(1999), Hess et al. (2003) and Swanson and Kelley (2001) have shown, when the company undertakes actions of this type, it can reduce the negative consequences of the failure.”