Service consumption criticality in failure recovery

被引：142
|
作者：
Webster, C [1 ]
Sundaram, DS [1 ]
机构：
[1] BLACK HILLS STATE UNIV, SPEARFISH, SD 57799 USA
来源：
JOURNAL OF BUSINESS RESEARCH | 1998年 / 41卷 / 02期
关键词：
D O I：
10.1016/S0148-2963(97)00004-0
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The research reported here explores the effects of service type, service failure, and service criticality (perceived importance) on customer satisfaction and loyalty. Based on past research, this 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 a service firm but not by type of service. Although neither service criticality nor failure recovery effort is expected to significantly interact with service type, it is hypothesized further that there will be a significant interaction effect of criticality of service consumption with failure recovery effort on customer satisfaction and loyalty. The results support all hypotheses. (C) 1998 Elsevier Science Inc.
引用
收藏
页码：153 / 159
页数：7
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