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篇目详细内容 |
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【篇名】 |
The dynamic role of “should expectation” in service recovery paradox |
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【刊名】 |
Frontiers of Business Research in China |
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【刊名缩写】 |
Front. Bus. Res. China |
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【ISSN】 |
1673-7326 |
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【EISSN】 |
1673-7431 |
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【DOI】 |
10.1007/s11782-009-0028-9 |
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【出版社】 |
Higher Education Press and Springer-Verlag |
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【出版年】 |
2009 |
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【卷期】 |
3
卷4期 |
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【页码】 |
583-598
页,共
16
页 |
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【作者】 |
TU Rungting;
CHEN Ke;
LIN Cheryl C J;
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【关键词】 |
will expectation; should expectation; service recovery paradox; customer satisfaction |
【摘要】 |
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This paper proposes a theoretical framework which applies concepts of “will expectation” and “should expectation” to exploring the effects of service recovery on customers’ post-recovery satisfaction. The relationship among customers’ perceptions of service recovery and their different expectations for service recovery will determine the probability of customers’ post-recovery satisfaction exceeding their pre-failure satisfaction (service recovery paradox, SRP). Only when perceptions are higher than both will and should expectations, SRP is much likely to occur. In other cases, it will be difficult to have SRP. We extend this theory to dynamic process. The proposed theory could explain the conflicting findings of previous studies about SRP. Results of exploratory studies provide empirical support for our theory in the static case. Managerial implications and further research direction are also discussed. |
