An Assessment of Recovsat Utilization for Different Service Typologies

Ana Cristina Costa, Rogério Puga-Leal, Zulema Lopes Pereira

Abstract


This piece of research is focused on service recovery and uses the RECOVSAT instrument to obtain data from a sample of complaining customers. The study comprises three main stages. The first stage includes a descriptive analysis of the incidence and consequences of complaints in several categories of services. A Factor Analysis is performed in the second stage to compare the factor structure that emerged from the obtained data with that proposed by RECOVSAT. Finally, several regression models are used in the last stage to assess the influence of service recovery dimensions on the overall satisfaction, intention to repurchase and recommendation.

Keywords


Service recovery; Recovsat; Complaints; Recovery dimensions

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References


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DOI: http://dx.doi.org/10.12776/qip.v16i2.64

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Copyright (c) 2012 Ana Cristina Costa, Rogério Puga-Leal, Zulema Lopes Pereira

ISSN 1335-1745 (print)
ISSN 1338-984X (online)
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