Matches in SemOpenAlex for { <https://semopenalex.org/work/W2107002007> ?p ?o ?g. }
- W2107002007 endingPage "33" @default.
- W2107002007 startingPage "17" @default.
- W2107002007 abstract "ABSTRACT This study assessed changes in customers' attitudinal and behavioral outcomes after experiencing a service failure and service recovery. This study utilized scenario experimentation, manipulating the three dimensions of justice at two levels each (2 × 2 × 2 between-groups factorial design). The MANOVA test found no recovery paradox effect in the experimental scenarios. Double deviation effect on revisit intention was observed in one scenario (low interactional justice, low procedural justice, and high distributive justice). Recovery efforts produced a slightly higher overall satisfaction and word-of-mouth intention in some scenarios. In most scenarios, customers' post-recovery overall satisfaction and behavioral intentions were not significantly lower than those of pre-failure. The findings indicate that recovery efforts are indispensable, but a service failure and recovery situation should not be considered as an opportunity to impress customers." @default.
- W2107002007 created "2016-06-24" @default.
- W2107002007 creator A5005571874 @default.
- W2107002007 creator A5031944649 @default.
- W2107002007 creator A5039477945 @default.
- W2107002007 date "2006-06-01" @default.
- W2107002007 modified "2023-10-17" @default.
- W2107002007 title "Service Recovery Paradox: Implications from an Experimental Study in a Restaurant Setting" @default.
- W2107002007 cites W1965847346 @default.
- W2107002007 cites W1970492996 @default.
- W2107002007 cites W1970718009 @default.
- W2107002007 cites W1975199548 @default.
- W2107002007 cites W1976444568 @default.
- W2107002007 cites W1976543439 @default.
- W2107002007 cites W1977161855 @default.
- W2107002007 cites W1987472903 @default.
- W2107002007 cites W1988487435 @default.
- W2107002007 cites W1994051841 @default.
- W2107002007 cites W1995561053 @default.
- W2107002007 cites W2005956583 @default.
- W2107002007 cites W2012519897 @default.
- W2107002007 cites W2018063455 @default.
- W2107002007 cites W2019169721 @default.
- W2107002007 cites W2019372449 @default.
- W2107002007 cites W2021606694 @default.
- W2107002007 cites W2025266568 @default.
- W2107002007 cites W2028184439 @default.
- W2107002007 cites W2031564884 @default.
- W2107002007 cites W2036886280 @default.
- W2107002007 cites W2040384293 @default.
- W2107002007 cites W2043947871 @default.
- W2107002007 cites W2044298660 @default.
- W2107002007 cites W2047562908 @default.
- W2107002007 cites W2053050475 @default.
- W2107002007 cites W2067718403 @default.
- W2107002007 cites W2069914145 @default.
- W2107002007 cites W2079058128 @default.
- W2107002007 cites W2085581251 @default.
- W2107002007 cites W2098554951 @default.
- W2107002007 cites W2123576745 @default.
- W2107002007 cites W2146385426 @default.
- W2107002007 cites W2164309533 @default.
- W2107002007 cites W2313319791 @default.
- W2107002007 cites W2327975117 @default.
- W2107002007 cites W4233666255 @default.
- W2107002007 cites W4248475065 @default.
- W2107002007 doi "https://doi.org/10.1300/j150v14n03_03" @default.
- W2107002007 hasPublicationYear "2006" @default.
- W2107002007 type Work @default.
- W2107002007 sameAs 2107002007 @default.
- W2107002007 citedByCount "33" @default.
- W2107002007 countsByYear W21070020072012 @default.
- W2107002007 countsByYear W21070020072014 @default.
- W2107002007 countsByYear W21070020072015 @default.
- W2107002007 countsByYear W21070020072016 @default.
- W2107002007 countsByYear W21070020072018 @default.
- W2107002007 countsByYear W21070020072019 @default.
- W2107002007 countsByYear W21070020072020 @default.
- W2107002007 countsByYear W21070020072021 @default.
- W2107002007 countsByYear W21070020072022 @default.
- W2107002007 countsByYear W21070020072023 @default.
- W2107002007 crossrefType "journal-article" @default.
- W2107002007 hasAuthorship W2107002007A5005571874 @default.
- W2107002007 hasAuthorship W2107002007A5031944649 @default.
- W2107002007 hasAuthorship W2107002007A5039477945 @default.
- W2107002007 hasConcept C112698675 @default.
- W2107002007 hasConcept C119857082 @default.
- W2107002007 hasConcept C137913393 @default.
- W2107002007 hasConcept C139621336 @default.
- W2107002007 hasConcept C140781008 @default.
- W2107002007 hasConcept C144133560 @default.
- W2107002007 hasConcept C15744967 @default.
- W2107002007 hasConcept C162324750 @default.
- W2107002007 hasConcept C162853370 @default.
- W2107002007 hasConcept C175444787 @default.
- W2107002007 hasConcept C192424360 @default.
- W2107002007 hasConcept C2775902765 @default.
- W2107002007 hasConcept C2778412681 @default.
- W2107002007 hasConcept C2780129364 @default.
- W2107002007 hasConcept C2780378061 @default.
- W2107002007 hasConcept C41008148 @default.
- W2107002007 hasConcept C75630572 @default.
- W2107002007 hasConcept C77805123 @default.
- W2107002007 hasConceptScore W2107002007C112698675 @default.
- W2107002007 hasConceptScore W2107002007C119857082 @default.
- W2107002007 hasConceptScore W2107002007C137913393 @default.
- W2107002007 hasConceptScore W2107002007C139621336 @default.
- W2107002007 hasConceptScore W2107002007C140781008 @default.
- W2107002007 hasConceptScore W2107002007C144133560 @default.
- W2107002007 hasConceptScore W2107002007C15744967 @default.
- W2107002007 hasConceptScore W2107002007C162324750 @default.
- W2107002007 hasConceptScore W2107002007C162853370 @default.
- W2107002007 hasConceptScore W2107002007C175444787 @default.
- W2107002007 hasConceptScore W2107002007C192424360 @default.
- W2107002007 hasConceptScore W2107002007C2775902765 @default.
- W2107002007 hasConceptScore W2107002007C2778412681 @default.
- W2107002007 hasConceptScore W2107002007C2780129364 @default.
- W2107002007 hasConceptScore W2107002007C2780378061 @default.