Service Recovery Paradox: A Meta-Analysis

By Celso Augusto de Matos, J. Henrique, Carlos Alberto Vargas Rossi. 2007

358 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/9fe45641aa68dd85871b872fe2f2970a8f6b6e26

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Citations in the corpus

The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “These findings extend both research on customer revenge after failures (e.g., Grégoire et al. 2009) and the service recovery literature (e.g., De Matos et al. 2007).”
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “…largely neglected attribution processes and specifically focus on customer reactions to (various types of) service recovery (de Matos, Henrique, and Rossi 2007; Gelbrich and Roschk 2011; Orsingher, Valentini, and de Angelis 2010; Roschk and Gelbrich 2014); this study seeks to shed new light on the…”
Calibrating 30 Years of Experimental Research: A Meta-Analysis of the Atmospheric Effects of Music, Scent, and Color (2017, neutral): “First, the standardized mean differences (Cohen’s d ) were computed, followed by conversion of these to correlation coefficients (De Matos, Henrique, and Rossi 2007).”
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, neutral): “While some scholars support the service recovery paradox, finding that satisfaction levels after a successful service recovery can be even higher than before the failure occurred, others argue against it (for a meta-analysis, see de Matos et al. 2007).”
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “This finding reinforces the notion that satisfied customers are not necessarily loyal ( Matos et al. 2007; Reichheld 1994) and it expands this knowledge by empirically demonstrating that negative and positive WOM are differently associated with key marketing variables (satisfaction and loyalty).”
The influences of restaurant menu font style, background color, and physical weight on consumers’ perceptions (2016, background): “However, small effect sizes are not n uncommon phenomenon in grounded cognition (Juhasz et al., 011) or in the service literature (De Matos et al., 2007).”