Please use this identifier to cite or link to this item:
Title: Consumer responses to compensation, speed of recovery and apology after a service failure
Authors: Wirtz, J. 
Mattila, A.S.
Keywords: Consumer behaviour
Customer satisfaction
Customer service management
Issue Date: 2004
Citation: Wirtz, J., Mattila, A.S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management 15 (2) : 150-166. ScholarBank@NUS Repository.
Abstract: This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post-recovery satisfaction and behavioral responses (repatronage intent and negative word-of-mouth) in a service failure context that does not invoke monetary costs to the consumer. Our results indicate that recovery outcomes (e.g. compensation), procedures (eg. speed of recovery) and interactional treatment (e.g. apology) have a joint effect on post-recovery satisfaction. Specifically, our findings suggest that compensation may not enhance satisfaction when the recovery process is well-executed (an immediate response combined with an apology). Similarly, compensation failed to lessen dissatisfaction with a poor recovery process (a delayed response without apology). It thus seems that compensation is a poor substitute for a good recovery process. However, offering compensation was effective in increasing satisfaction in mixed-bag recovery situations (delayed recovery with an apology, or immediate recovery without apology). Furthermore, we found that service recovery satisfaction acted as a full mediator between service recovery attributes (compensation, recovery speed and apology) and behavioral intentions (repurchase intent and negative WOM). Finally, our findings suggest that consumer attributions for stability and controllability for the failure vary across recovery efforts. Managerial implications for these findings are discussed.
Source Title: International Journal of Service Industry Management
ISSN: 09564233
DOI: 10.1108/09564230410532484
Appears in Collections:Staff Publications

Show full item record
Files in This Item:
There are no files associated with this item.


checked on Aug 22, 2019


checked on Aug 13, 2019

Page view(s)

checked on Aug 19, 2019

Google ScholarTM



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.