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| Author: | Lee, K. Khan, M.A. Ko, J-Y. |
| Title: | A cross-national comparison of consumer perceptions of service recovery |
| Journal: | Journal of Travel & Tourism Marketing
2008 : VOL. 24:1, p. 1-16 |
| Index terms: | consumer attitudes consumer behaviour communication restaurants service America Korea |
| Language: | eng |
| Abstract: | This paper examines the cross-cultural impacts of service recoveries (hereafter as: srv-rec/s.), e.g. the consumer propensity to spread positive/negative word-of-mouth (as: WOM) about casual dining restaurants. In order to identify whether consumers have any differences/similarities in the effects of srv-rec/s. in terms of WOM and future patronage, American and Korean consumers were compared. Consumers are found to have different behaviours on srv-rec/s. as to the future patronage, WOM intent and loyalty according to their culture. In general, Korean consumers' WOM intent, patronage, and loyalty tended to increase more significantly than those of American customers after successful srv-rec/s. |
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