An Assessment of Recovsat Utilization for Different Service Typologies
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Issue
Vol. 16 No. 2 (2012)
Submitted
18 November 2012
Published
21 November 2012
Keywords:
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Service recovery, Recovsat, Complaints, Recovery dimensions
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.
References
Andreassen, T.W. (1999), “What drives customer loyalty with complaint resolution?”, Journal of Service Research, Vol. 1, No. 4, pp. 324-32.
Behara, R.S. and Gundersen, D.E. (2001), “Analysis of quality management practices in services”, International Journal of Quality & Reliability Management, Vol. 18 No. 6, pp. 584-603.
Bolton, R., Grewal, D.and Levy, M., (2007), “Six strategies for competing through service: An agenda for future research”, Journal of Retailing, 83 (1), pp 1–4.
Boshoff, C. (1997), “An experimental study of service recovery options”, International Journal of Service Industry Management, Vol. 7, No. 5, pp. 32-46.
Boshoff, C., (1999). An instrument to measure satisfaction with transaction-specific service recovery. Journal of service research, Vol. 1, No 3, pp. 236-249.
Boshoff, C., (2005a). A re-assessment and refinement of RECOVSAT. Managing service quality, Vol. 15, No 5, pp. 410-425.
Boshoff, C., Peelen, E., Hoogendoorn, M. e Kraan, Y., (2005b). A differentiated approach to service recovery. NRG working paper series, No 05-03, pp. 1-10.
Edvardsson, B., Tronvoll, B. and Höykinpuro, R., (2011),"Complex service recovery processes: how to avoid triple deviation", Managing Service Quality, Vol. 21, Iss: 4, pp. 331 – 349.
Grewal, D., Roggeveen, A. and Tsiros, M.,(2008), “The Effect of Compensation on Repurchase Intentions in Service Recovery”, Journal of Retailing, 84 (4), pp 424–434.
Hair, J., Black, W., Babin, R., Anderson, R. e Tatham, R. (2006). Multivariate data analysis. 6th Ed, Pearson Prentice Hall, New Jersey.
Kim, M. G., Wang C. e Mattila A. S., (2010). The relationship between consumer complaining behavior and service recovery. International Journal of Contemporary Hospitality Management, Vol. 22, No 7, pp. 975-991.
Krishna, A., Dangayach,G. and Jain, R.(2011), “Service Recovery: Literature Review and Research Issues”, Journal of Service Science Research, 3:71-121, DOI 10.1007/s12927-011-0004-8.
Michel, S., Bowen, D. and Johnston, R. (2009), “Why service recovery fails: Tensions among customer, employee, and process perspectives", Journal of Service Management, Vol. 20, Iss: 3, pp.253 – 273.
Puga-Leal, R. and Pereira, Z. (2003), “Service recovery at a financial institution”, International Journal of Quality & Reliability Management, Vol. 20 No. 6, pp. 646-63.
Río-Lanza, A., Vázquez-Casielles, R. and Díaz-Martín, A.(2009), “Satisfaction with service recovery: Perceived justice and emotional responses”, Journal of Business Research 62, pp. 775–781.
Roggeveen, A., Tsiros, M.and Grewal, D., (2011), “Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?”, Journal of the Academy of Marketing Science, DOI: 10.1007/s11747-011-0274-1.
Silvestro, R., Fitzgerald, L. e Johnston, R. (1992). Towards a classification of service processes. International journal of service industry management, Vol. 3, No 3, pp. 62-75.
Tax, S. and Brown, S. (2000), “Service recovery: research insights and practices”, in Swartz, T. and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA.
Wirtz, J. and Mattila, A., (2004),"Consumer responses to compensation, speed of recovery and apology after a service failure", International Journal of Service Industry Management, Vol. 15, Iss: 2, pp. 150 – 166.
Behara, R.S. and Gundersen, D.E. (2001), “Analysis of quality management practices in services”, International Journal of Quality & Reliability Management, Vol. 18 No. 6, pp. 584-603.
Bolton, R., Grewal, D.and Levy, M., (2007), “Six strategies for competing through service: An agenda for future research”, Journal of Retailing, 83 (1), pp 1–4.
Boshoff, C. (1997), “An experimental study of service recovery options”, International Journal of Service Industry Management, Vol. 7, No. 5, pp. 32-46.
Boshoff, C., (1999). An instrument to measure satisfaction with transaction-specific service recovery. Journal of service research, Vol. 1, No 3, pp. 236-249.
Boshoff, C., (2005a). A re-assessment and refinement of RECOVSAT. Managing service quality, Vol. 15, No 5, pp. 410-425.
Boshoff, C., Peelen, E., Hoogendoorn, M. e Kraan, Y., (2005b). A differentiated approach to service recovery. NRG working paper series, No 05-03, pp. 1-10.
Edvardsson, B., Tronvoll, B. and Höykinpuro, R., (2011),"Complex service recovery processes: how to avoid triple deviation", Managing Service Quality, Vol. 21, Iss: 4, pp. 331 – 349.
Grewal, D., Roggeveen, A. and Tsiros, M.,(2008), “The Effect of Compensation on Repurchase Intentions in Service Recovery”, Journal of Retailing, 84 (4), pp 424–434.
Hair, J., Black, W., Babin, R., Anderson, R. e Tatham, R. (2006). Multivariate data analysis. 6th Ed, Pearson Prentice Hall, New Jersey.
Kim, M. G., Wang C. e Mattila A. S., (2010). The relationship between consumer complaining behavior and service recovery. International Journal of Contemporary Hospitality Management, Vol. 22, No 7, pp. 975-991.
Krishna, A., Dangayach,G. and Jain, R.(2011), “Service Recovery: Literature Review and Research Issues”, Journal of Service Science Research, 3:71-121, DOI 10.1007/s12927-011-0004-8.
Michel, S., Bowen, D. and Johnston, R. (2009), “Why service recovery fails: Tensions among customer, employee, and process perspectives", Journal of Service Management, Vol. 20, Iss: 3, pp.253 – 273.
Puga-Leal, R. and Pereira, Z. (2003), “Service recovery at a financial institution”, International Journal of Quality & Reliability Management, Vol. 20 No. 6, pp. 646-63.
Río-Lanza, A., Vázquez-Casielles, R. and Díaz-Martín, A.(2009), “Satisfaction with service recovery: Perceived justice and emotional responses”, Journal of Business Research 62, pp. 775–781.
Roggeveen, A., Tsiros, M.and Grewal, D., (2011), “Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?”, Journal of the Academy of Marketing Science, DOI: 10.1007/s11747-011-0274-1.
Silvestro, R., Fitzgerald, L. e Johnston, R. (1992). Towards a classification of service processes. International journal of service industry management, Vol. 3, No 3, pp. 62-75.
Tax, S. and Brown, S. (2000), “Service recovery: research insights and practices”, in Swartz, T. and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA.
Wirtz, J. and Mattila, A., (2004),"Consumer responses to compensation, speed of recovery and apology after a service failure", International Journal of Service Industry Management, Vol. 15, Iss: 2, pp. 150 – 166.
Authors
Costa, A. C., Puga-Leal, R., & Pereira, Z. L. (2012). An Assessment of Recovsat Utilization for Different Service Typologies. Quality Innovation Prosperity, 16(2), 49–58. https://doi.org/10.12776/qip.v16i2.64
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