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Volume 9, Issue 1
1 March 1995
Journal of Services Marketing Cover Image for Volume 9, Issue 1
Research Article| March 01 1995

Service recovery: Impact on satisfaction and intentions

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Publisher: Emerald Publishing
Online ISSN: 2054-1651
Print ISSN: 0887-6045
© MCB UP Limited
1995
Journal of Services Marketing (1995) 9 (1): 15–23.
https://doi.org/10.1108/08876049510079853

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Keywords: Complaints, Consumer behaviour, Customer satisfaction, Employee involvement, Problem solving, Relocation, Service operations, Service quality
© MCB UP Limited
1995
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