6533b7d8fe1ef96bd126981f
RESEARCH PRODUCT
Analysing the fulfilment of service recovery paradox in retailing
Maja ŠErićTeresa Fayos-gardóMaría-eugenia Ruiz-molinaBeatriz Moliner Velázquezsubject
MarketingService (business)Economics and EconometricsService recovery paradox05 social sciencesContext (language use)Sample (statistics)Service recoveryTest (assessment)0502 economics and business050211 marketingCustomer satisfactionBusinessBusiness and International ManagementMarketing050203 business & managementdescription
AbstractThe literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. In addition to this, scarce attention has been paid to service recovery in the context of retailing. This paper aims at verifying the compliance of the SRP in the context of retailing. Considering a sample of consumers that experienced a failure in the service delivered by a retailer and are very satisfied with the solution provided by the store employee, we test first the fulfilment of the SRP in the context of retailing. Secondly, we test the existence of significant differences in the customer satisfaction levels with the store before and after experiencing the problem considering several factors potentially influencing the impact of service recovery on customer satisfaction, therefore providing an encompassing analysis of the SRP and its main influencing variables, including some potential factors not previously explored. While we do not find evidence of the fulfilment of t...
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2017-04-05 | The International Review of Retail, Distribution and Consumer Research |