The Impact of Service Recovery Features on Customers' Intentions of Word-of-Mouth

With the rapid development of service industry, more and more researchers and managers realize the importance of service recovery and word-of-mouth spread, which have been a significant part of marketing and management research. This paper focuses on the relationship between the features of service recovery and customer satisfaction and intentions of word-of-mouth spread by investigating restaurant consumers. In this paper, the researchers describe the impact of service recovery efforts on word-of-mouth intentions and successfully develop a measurement scale which can be used to measure word-of-mouth communication in service-providing companies. Both qualitative and quantitative methods are used to confirm the dimensions of service recovery and word-of-mouth spread intentions.