Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

By James G. Maxham. 2001

990 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/3fc7c594a437f8f58bc01fdb367137a27335b459

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “Previus researchers have suggested that service recovery concerns ny action taken to retain customer loyalty through a timely nd appreciated response to a customer complaint (Hart et al., 990; Johnston & Hewa, 1997; Maxham, 2001).”
The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “In other words, in line with tit-for-tat logic, higher customer inputs in terms of co-creation should be matched by a superior service output (Maxham 2001).”
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “There are also other authors modeling repurchase intentions and WOM as independent constructs, including Blodgett et al. (1993), Gruen et al. (2006), Jones and Reynolds (2006), Maxham (2001) , and Maxham and Netemeyer (2002a, b).”
The art of service recovery: fact or fiction? (2006, background): “It has been conjectured that after a service failure has been successfully resolved, consumers may feel stronger commitment to the firm than if no failure had occurred in the first place (Abrams and Pease, 1993), though recent research has called into question the existence of the so-called “recover”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “Several theories exist regarding the formation of satisfaction perceptions, but justice theory, affect control theory and cognitive appraisal theory seem particularly relevant in a SR context because consumers generally perceive some inequity in response to service failures (Maxham, 2001).”
An empirical investigation into e‐shopping excitement: antecedents and effects (2009, background): “Previous work (see Banerjee, 1992, 1993; Bikhchandani et al., 1992; Maxham, 2001) indicates that WOM is persuasive despite the fact that there might be some noise in the transmission process due to preference heterogeneity, or as in Banerjee (1993), uncertainty whether previous consumers acted on…”