Antecedents to satisfaction with service recovery
Abstract
Building on disconfirmation theory, equity theory and affect‐balance theory, considers antecedents to satisfaction with service recovery. A theoretical model is proposed and tested empirically based on a cross‐sectional national sample of 201 dissatisfied customers complaining of services. The results suggest that perceived performance of service recovery has an impact on equity. Second, disconfirmation of expectations of service recovery and perceived fairness of outcome of service recovery have an impact on satisfaction with service recovery. Finally, negative affect caused by the initial service failure does not have an impact on satisfaction with service recovery.
Keywords
Citation
Wallin Andreassen, T. (2000), "Antecedents to satisfaction with service recovery", European Journal of Marketing, Vol. 34 No. 1/2, pp. 156-175. https://doi.org/10.1108/03090560010306269
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited