• Asia Marketing Journal
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• v.9 no.3
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• pp.75-115
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• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• The Journal of the Korea Contents Association
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• v.17 no.6
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• pp.424-435
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• 2017

Because services are delivered through the behaviors of people, it is very difficult to do the quality control and services failures are often happened. If services failures are not recovered by appropriate methods, customers make the negative word-of-mouth communications and have the negative intention to repurchase. The service recovery paradox demonstrates the importance of service recovery after the service failures. The purpose of this study is to investigate the antecedents of customer satisfaction of service recovery(CS), and its consequences of the CS. Independent variables of CS are distributive justice, procedural justice, and interactional justice, and dependent variables of CS are negative word of mouth communication and intention to repurchase. Data are collected using the scenario method. Research model and hypotheses are tested empirically using the statistical packages such as SPSS and AMOS.