Justice strategy options for increased customer satisfaction in a services recovery setting

By B. Sparks, Janet R. Mccoll-Kennedy. 2001

425 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/936b280d1e13f7d705f6c566fd70c5093e60fa9d

How researchers see this paper

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

In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Identifying Appropriate Compensation Types for Service Failures (2014, background): “Some recovery studies provide initial evidence of the present bias, yet only for severe failures (Kim and Ulgado 2012), for an irreversible failure and overcompensation (Noone and Lee 2011), or for diverging compensation amounts (Sparks and McColl-Kennedy 2001).”
Diffusing Customer Anger in Service Recovery: A Conceptual Framework (2003, background): “These strategies are compensation, response speed, apology and initiation (Smith and Bolton, 2002; Smith and Bolton, 1998; Smith et al., 1999), concern, voice, neutrality, and outcome (Sparks and McColl-Kennedy, 2001).”
The art of service recovery: fact or fiction? (2006, result): “The hypothesis of a main effect for distributive fairness was supported, confirming findings of Sparks and McColl-Kennedy (2001). However, an interaction effect was found between employee responsiveness and employee empathy/courtesy.”
The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation (2016, background): “…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 speed of…”
Opportunistic customer claiming during service recovery (2010, result): “This finding is consistent with past work that shows that customers can prefer lower compensation if there are perceptions of inequity and subsequent feelings of remorse or guilt (e.g., Smith et al. 1999; Sparks and McColl-Kennedy 2001), as may be the case with small firms when they are seen as less”
Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth (2020, background): “…social comparisons in price fairness (Cox 2001; Ho and Su 2009; Kahneman, Knetsch, and Thaler 1986, 1990) and fair treatment in service recovery (e.g., Bies and Shapiro 1988; Clemmer 1993; Folger 1977; Leventhal 1980; Lind and Tyler 1988; Sparks and McColl-Kennedy 2001; Thibaut and Walker 1975).”