search query: @author Webster, C. / total: 7
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| Author: | Webster, C. Sundaram, D. S. |
| Title: | Service consumption criticality in failure recovery |
| Journal: | Journal of Business Research
1998 : FEB, VOL. 41:2, p. 153-159 |
| Index terms: | CUSTOMERS CONSUMER SATISFACTION QUALITY LOYALTY |
| Language: | eng |
| Abstract: | The research reported explores the effects of service type, service failure, and service criticality (perceived importance) on customer satisfaction and loyalty. Based on past recearch, the study hypothesizes that both customer satisfaction and loyalty will be significantly affected by the criticality of service consumption and the type of failure recovery effort utilized by the service firm but not by the type of service. The results support this and also other hypotheses. |
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