International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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The Service Recovery Strategies, Customer Satisfaction, Customer Loyalty

  • Kim, Gye-Soo (Department of Business Administration, Semyung University)
  • Published : 2007.04.30
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Abstract

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

Keywords

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