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| Author: | Mattila, A. S. Cho, W. Ro, H. |
| Title: | The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 120-128 |
| Index terms: | service management technology consumer satisfaction gender |
| Language: | eng |
| Abstract: | Despite the growing amount of customers who choose to use online-services, technology-based service failures have not been widely studied. This article aims to shed light on the role of failure mode, recovery effort and gender on the recovery perceptions of customers. An experimental study is conducted, and the findings indicate that for male customers, offering compensation is more effective in the case of a human failure. For females, failure type did not have an influence on the post-recovery satisfaction. For them however, compensation together with an apology had some effect on their satisfaction. |
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