期刊
SERVICE BUSINESS
卷 9, 期 2, 页码 297-320出版社
SPRINGER HEIDELBERG
DOI: 10.1007/s11628-013-0228-4
关键词
Service recovery; Satisfaction; Loyalty; Involvement; Mobile phone industry
资金
- Ministry of Science and Technology of Spain [ECO2011-23027]
- Generes [S09]
- Fondo Social Europeo
- MICINN, FEDER [ECO2011-23027, PRI-AIBDE-2011-1329]
- Spanish Regional Government of Aragon [S09-PM062]
- GENERES
Service failures can have serious effects on the development of customer-firm relationships, and service recovery processes are implemented to provide a solution to the problem. Prior research has suggested that service recovery efforts lead to different responses from customers. This study offers new insights by investigating the moderating roles of customer loyalty and involvement in the service recovery process. The study focuses on the mobile phone industry and the results reveal that the relationship between perceived effort and customer satisfaction is moderated by these two central relationship characteristics.
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