Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition, previous service recovery research has found that satisfaction is an important determinant of key outcome variables such as trust, commitment, and negative word‐of‐mouth. The current study extends previous research by investigating the role of service failure severity within the existing framework of service recovery research. The results indicate that service failure severity has a significant influence on satisfaction, trust, commitment, and negative word‐of‐mouth. The results also provide partial support for a moderating influence of service failure severity. Implications and areas for future research are discussed.
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1 March 2004
Research Article|
March 01 2004
The impact of service failure severity on service recovery evaluations andpost‐recovery relationships
Seungoog Weun;
Seungoog Weun
Dong‐A University, College of Business Administration, Saha‐gu, Busan, South Korea
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Sharon E. Beatty;
Sharon E. Beatty
Reese Phifer Fellow and Professor of Marketing in the Department of Management and Marketing, Culverhouse College of Business Administration, University of Alabama, Tuscaloosa, Alabama, USA
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Michael A. Jones
Michael A. Jones
Assistant Professor of Marketing in the Department of Marketing, College of Business Administration, University of Tennessee at Chattanooga, Chattanooga, Tennessee, USA
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Publisher: Emerald Publishing
Online ISSN: 2054-1651
Print ISSN: 0887-6045
© Emerald Group Publishing Limited
2004
Journal of Services Marketing (2004) 18 (2): 133–146.
Citation
Weun S, Beatty SE, Jones MA (2004), "The impact of service failure severity on service recovery evaluations andpost‐recovery relationships". Journal of Services Marketing, Vol. 18 No. 2 pp. 133–146, doi: https://doi.org/10.1108/08876040410528737
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