Martin; Smart (1994)MARTIN, Charles L.; SMART, Denise T. Consumer experiences calling toll-free corporate hotlines. Journal of Business Communication, v. 31, n. 3, p. 195-212, 1994.
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Satisfaction with the complaint handling (SATCOM) |
- |
Repurchase propensity |
Consumer SATCOM impacted on repurchase propensity. |
Gilly; Gelb (1982)GILLY, Mary C.; GELB, Betsy D. Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, p. 323-328, 1982.
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Satisfaction with organizational complaint response; satisfaction with complaint response |
- |
Brand repurchase |
Consumer satisfaction with organizational complaint response predicted brand repurchase. |
Gilly (1987)GILLY, Mary C. Postcomplaint processes: from organizational response to repurchase behavior. Journal of Consumer Affairs, v. 21, n. 2, p. 293-213, 1987.
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SATCOM |
- |
Repurchase intentions (RI) |
SATCOM influenced repurchase intentions. |
Spreng et al. (1995)SPRENG, Richard A.; HARRELL, Gilbert D.; MACKOY, Robert D. Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, v. 9, n. 1, p. 15-23, 1995.
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Overall SATCOM |
- |
RI |
The overall SATCOM influenced positively their repurchase intention. |
Conlon; Murray (1996)CONLON, Donald E.; MURRAY, Noel M. Customer perceptions of corporate responses to product complaints: The role of explanations. Academy of management journal, v. 39, n. 4, p. 1040-1056, 1996.
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Satisfaction with the speed of reply |
- |
Likelihood of future business with the company |
The consumers' satisfaction with the speed of the reply influenced the likelihood of future business with the company. |
Dube; Maute (1998)DUBE, Laurette; MAUTE, Manfred F. Defensive strategies for managing satisfaction and loyalty in the service industry. Psychology & Marketing, v. 15, n. 8, p. 775-791, 1998.
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Value-recovery (complaint-management) |
Competitive environment |
Satisfaction, loyalty. |
Value-recovery influenced consumer loyalty. Competition environment did not moderate the relationship between value-recovery and satisfaction. Besides, satisfaction mediated the relationship between value-recovery and situational loyalty and enduring loyalty. |
Webster; Sundaram (1998)WEBSTER, Cynthia; SUNDARAM, D. S. Service consumption criticality in failure recovery. Journal of Business Research, v. 41, n. 2, p. 153-159, 1998.
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Failure recovery effort |
- |
Satisfaction, loyalty. |
The firm recovery efforts impacted customer SATCOM and loyalty. |
Smith; Bolton (1998)SMITH, Amy K.; BOLTON, Ruth N. An experimental investigation of customer reactions to service failure and recovery encounters paradox or peril?. Journal of service research, v. 1, n. 1, p. 65-81, 1998.
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Stability attributions; prior repatronage intentions; SATCOM |
- |
Repatronage intention; cumulative satisfaction |
Cumulative satisfaction of consumers' e their repatronage intentions were lower when they believed that failure was likely to happen again. Besides, consumer's repatronage intentions were higher when their cumulative satisfaction was higher. |
Davidow (2000)DAVIDOW, Moshe. The bottom line impact of organizational responses to customer complaints. Journal of hospitality & tourism research, v. 24, n. 4, p. 473-490, 2000.
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SATCOM |
- |
RI |
Consumer SATCOM predicted RI. |
Matilla (2001)MATTILA, Anna S. The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, v. 15, n. 7, p. 583-596, 2001.
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Service type; compensation; magnitude of failure |
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Loyalty; satisfaction with recovery; interactional justice; procedural justice; distributive justice |
Effective service recovery (apology with tangible compensation) increased SATCOM, and also increased loyalty ratings for hair stylist scenario, this impact was lower for dry-cleaning and restaurant services. |
McColl-Kennedy et al. (2003)MCCOLL-KENNEDY, Janet R.; DAUS, Catherine S.; SPARKS, Beverley A. The role of gender in reactions to service failure and recovery. Journal of Service Research, v. 6, n. 1, p. 66-82, 2003.
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Allow voice; Display of concern; Compensation; Service provider gender |
Gender |
Future intentions, satisfaction, employee effort |
Consumers were more satisfied with recovery when the outcome of the compensation was high (50% rebat on a night's stay), and then had more future intentions with the company. This impact was stronger for women than for men when the service provider was male compared when there was a female service provider. |
Mattila, Mount (2003)MATTILA, Anna S.; MOUNT, Daniel J. The impact of selected customer characteristics and response time on e-complaint satisfaction and return intent. International Journal of Hospitality Management, v. 22, n. 2, p. 135-145, 2003.
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SATCOM |
- |
Repeat patronage |
SATCOM increases the probability of repeat patronage. |
Matilla (2004)MATTILA, Anna S. The impact of service failures on customer loyalty: The moderating role of affective commitment. International Journal of Service Industry Management, v. 15, n. 2, p. 134-149, 2004.
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Post-failure atittude |
Affective commitment |
Loyalty intentions |
Emotional bonding moderated customer responses to service failures and loyalty intentions. |
Kim et al. (2004) |
SATCOM |
- |
Revisit intention |
SATCOM was positively associated with revisit intention. |
Holloway et al. (2005)HOLLOWAY, Betsy Bugg; WANG, Sijun; PARISH, Janet Turner. The role of cumulative online purchasing experience in service recovery management. Journal of Interactive Marketing, v. 19, n. 3, p. 54-66, 2005.
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SATCOM |
Cumulative online purchasing experience |
RI |
The effect of SATCOM on RI was higher for consumers with high experience in online purchasing in general than for those with low online purchasing experience. |
Harris et al. (2006)HARRIS, Katherine E.; MOHR, L. A.; BERNHARDT, K. L. Consumer responses to service recovery strategies: the moderating role of online versus offline environment. Journal of Business Research, v. 59, n. 4, p. 425-431, 2006.
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Satisfaction with remedy (satisfaction with service failure recovery) |
Online/offline environment; type of service |
Intention to return |
Recovery level had a positive impact on RI, and this effect was greater for offline than online environment. Moreover, airline customers were more satisfied and more likely to show loyal behaviors than are bank customers. |
Kau, Loh (2006)KAU, Ah-Keng; LOH, Wan-Yiun Elizabeth. The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants. Journal of Services Marketing, v. 20, n. 2, p. 101-111, 2006.
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SATCOM |
- |
Customer loyalty |
The loyalty of customers was significantly related to satisfaction with complaint handling. |
Liao (2007)LIAO, Hui. Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of applied psychology, v. 92, n. 2, p. 475, 2007.
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SATCOM |
- |
RI |
Consumer SATCOM impacted RI. |
Santos; Fernandes (2008) |
SATCOM; trust; perceived value |
Switching costs |
Loyalty (retention) |
SATCOM impacted on loyalty, but switching costs did not moderate this relationship. Trust was an important antecedent of loyalty and switching costs and perceived value also impacted repurchase intention. |
Pizzutti; Fernandes (2008)PIZZUTTI, Cristiane; FERNANDES, Daniel Von der Heyde. Antecedents and consequences of consumer trust in the context of service recovery. BAR-Brazilian Administration Review, v. 5, n. 3, p. 225-244, 2008.
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SATCOM; trust in employees; trust in the company; perceived value |
- |
Loyalty (retention) |
SATCOM impacts on RI; consumer trust in the company and perceived value also impact on RI. |
Joireman et al. (2013)JOIREMAN, Jeff. et al. When do customers offer firms a "second chance" following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. Journal of Retailing, v. 89, n. 3, p. 315-337, 2013.
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SATCOM |
Inferred motive |
Desire for reconciliation |
When inferred motive was positive (vs. negative), desire for reconciliation lead customers to choose more reparatory than retaliatory behaviors. |
Gohary et al. (2016)GOHARY, Ali. et al. Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: an ethnocultural analysis. Journal of Retailing and Consumer Services, v. 31, p. 182-198, 2016.
|
SATCOM |
- |
RI, customer loyalty |
SATCOM was positively related with RI and consumer loyalty (behavioral loyalty). |
Gohary et al. (2016)GOHARY, Ali. et al. Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: an ethnocultural analysis. Journal of Retailing and Consumer Services, v. 31, p. 182-198, 2016.
|
SATCOM |
- |
Intention to reuse |
SATCOM was positively associated with intention to reuse mobile banking services. |