The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

By Michael A. McCollough. 2000

139 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/3e801afff65c1062b82cecb364616e4604e788d2

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Moshe Davidow
2. T. Gruen
3. Chuanyi Tang
4. Maxwell K. Hsu
5. Lujun Su
6. Alex M. Susskind
7. S. Swanson
8. M. Meuter

In Marketing

1. S. Swanson
2. Lujun Su
3. Maxwell K. Hsu
4. Moshe Davidow
5. T. Gruen
6. Alex M. Susskind
7. M. Meuter
8. Stefan Michel

In Organizational Behavior and Human Resource Management

1. Alex M. Susskind
2. S. Swanson
3. Lujun Su
4. Maxwell K. Hsu
5. Chuanyi Tang
6. Lin Guo
7. Moshe Davidow
8. T. Gruen

Citations in the corpus

• The service recovery paradox: true but overrated? (2008, methodology): “However, six other studies, some of them by the same authors mentioned above, indicate that the service recovery paradox is a real phenomenon (Bolton and Drew, 1992, Boshoff, 1997, Hocutt et al., 2006, Hocutt et al., 1997, Maxham and Netemeyer, 2002, McCollough, 2000, Smith and Bolton, 1998).”
• A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences (2005, background): “…& Tourism Research, Vol. 29, No. 2, May 2005, 150-169 DOI: 10.1177/1096348004273426 © 2005 International Council on Hotel, Restaurant and Institutional Education 150 ciently compensate for their dissatisfaction (Davidow, 2000; Fornell & Westbrook, 1979; McCollough, 2000; Singh & Wilkes, 1996).”
• The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation (2016, background): “…to service failures: (1) the form of compensation (e.g., refunds and replacements) provided to customers as service recovery outcomes (e.g., McCollough 2000; Sparks and McColl-Kennedy 2001) and (2) the attributes and behaviors of service employees in the service recovery process, such as…”
• Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “The direct relationship between satisfaction and behavioral intentions has been widely acknowledged in the marketing and tourism literature (e.g., Chen & Chen, 2010; McCollough, 2000; Tax et al., 1998).”
• The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “McCollough, M. A. (2000). The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes.”
• Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003, background): “McCollough (2000) found that redress (distributive justice) has a significant effect on recovery satisfaction.”