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| Author: | Swanson, S.R. Kelley, S.W. |
| Title: | Service recovery attributions and word-of-mouth intentions |
| Journal: | European Journal of Marketing
2001 : VOL. 35:1-2, p. 194-211 |
| Index terms: | CONSUMER BEHAVIOUR SERVICE INDUSTRIES SERVICE QUALITY |
| Language: | eng |
| Abstract: | The impact of service recovery attributions in determining consumers' intentions of engaging in post-recovery word-of-mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) on three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. |
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