Antecedents to satisfaction with service recovery

By Tor Wallin Andreassen. 2000

520 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/a39892412f0f04120ecd7e435aa5fd7feadde776

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

The service recovery paradox: true but overrated? (2008, background): “However, according to Andreassen (2000), disconfirmation, rather than expectations, has a dominant impact on satisfaction.”
Service quality and satisfaction perceptions: curvilinear and interaction effect (2004, background): “on job satisfaction and tenure found that there exists a curvilinear relationship between job satisfaction and tenureThough there are many studies that proved the curvilinear function of the satisfaction construct, there are still many studies that use the linear relationship for the satisfaction co”
Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage (2011, methodology): “Past studies have also used a more transaction specific measure of service satisfaction (Boulding et al., 1993; Andreassen, 2000).”
Customer repurchase intention: A general structural equation model (2003, background): “…obtain redress (procedural, distributive and interactional justice) are likely to experience improved overall satisfaction with the service (Andreassen, 2000; Bitner et al., 1990; Blodgett et al., 1995; Boshoff and Leong, 1998; de Ruyter and Wetzels, 2000; Tax et al.,…”
The desired teaching qualities of lecturers in higher education: a means end analysis (2006, background): “While authors such as Yavas et al. (2004); Farrell et al. (2001); Andreassen (2000); Cronin et al. (2000); Dabholkar et al. (2000) regard perceived quality as an antecedent to satisfaction, other authors (e.g. Bitner, 1990; Parasuraman et al., 1988), however, consider customer satisfaction as an…”
An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry (2004, background): “One is transaction-specific, the other is cumulative (Boulding et al., 1993; Andreassen, 2000).”
Modeling Roles of Service Recovery Strategy: A Relationship-Focused View (2005, background): “Most customer dissatisfaction and complaint research has focused on why, to whom, and how consumers respond to dissatisfaction (Andreassen, 2000).”