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Antecedents to customer expectations for service recovery

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Abstract

Selected antecedents of customers’ service recovery expectations are considered in this study. A conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery expectations.

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Authors and Affiliations

  1. the University of Kentucky, USA

    Scott W. Kelley & Mark A. Davis

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  1. Scott W. Kelley
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  2. Mark A. Davis
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He received his doctorate in marketing from the University of Kentucky. His research interests include services marketing and ethics. His research has been published in theJournal of the Academy of Marketing Science, Journal of Retailing, and theJournal of Business Research.

He received his doctorate in industrial and organizational psychology from Virginia Tech University. His research interests include service quality with a focus on health care settings. His research has been published in theJournal of Management, Organizational Behavior and Human Decision Processes, andMedical Care Review.

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Kelley, S.W., Davis, M.A. Antecedents to customer expectations for service recovery. JAMS 22, 52–61 (1994). https://doi.org/10.1177/0092070394221005

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