The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

By Seungoog Weun, S. Beatty, Michael A. Jones. 2004

591 citations recorded by the source corpus.

Subfields: General Health Professions, Information Systems and Management, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/afaf7f652c00567254e8afab5a5061209ff15b3a

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In General Health Professions

In Information Systems and Management

In Organizational Behavior and Human Resource Management

Citations in the corpus

Nothing Can Tear Us Apart: The Effect of Brand Identity Fusion in Consumer–Brand Relationships (2014, methodology): “To ensure the equality of the two vignettes, the four-item severity scale was adopted from Weun, Beatty, and Jones (2004) to assess participants’ perception of the severity of the presented brand transgression incident (α = 0.81).”
The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, methodology): “Weun et al. (2004) also found that service failure severity has a negative relationship with satisfaction in terms of the service recovery.”
The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “Scenarios involving more serious incidents, such as missing a wedding ceremony of a family member or an important surgical procedure, may lead to stronger reactions across directly affected and indirectly affected customers (e.g., Weun et al. (2004).”
The panic buying behavior of consumers during the COVID-19 pandemic: Examining the influences of uncertainty, perceptions of severity, perceptions of scarcity, and anxiety (2021, methodology): “The “perceived severity” was measured by adapting three items from Ling et al. (2019); and Weun et al. (2004).”
The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “Furthermore, it is suggested that “the more intense or severe the service failure, the greater the customer’s perceived loss” (Weun et al., 2004; p. 135) and the lower the level of satisfaction (Smith et al., 1999).”
Reflections on the replication corner: In praise of conceptual replications (2015, background): “Barakat et al. (2015) Severe service failure recovery revisited: Evidence of its determinants in an emerging market context Weun et al. (2004), J. Services Marketing Extended prior findings on link of service failure severity to satisfaction to new emerging market and new industry.”