An Assessment of Recovsat Utilization for Different Service Typologies

Ana Cristina Costa (1), Rogério Puga-Leal (2), Zulema Lopes Pereira (3)
(1) , Portugal,
(2) UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, Faculdade de Ciências e Tecnologia, Universidade Nova de Lisboa, Portugal,
(3) UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, Faculdade de Ciências e Tecnologia, Universidade Nova de Lisboa, Portugal
https://doi.org/10.12776/qip.v16i2.64

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Issue
Vol. 16 No. 2 (2012)
Submitted
November 18, 2012
Published
November 21, 2012
Keywords:
    Service recovery, Recovsat, Complaints, Recovery dimensions
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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.

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References

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Authors

Ana Cristina Costa
Rogério Puga-Leal
UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, Faculdade de Ciências e Tecnologia, Universidade Nova de Lisboa
rpl@fct.unl.pt (Primary Contact)
Zulema Lopes Pereira
UNIDEMI – R&D Unit in Mechanical and Industrial Engineering, Faculdade de Ciências e Tecnologia, Universidade Nova de Lisboa
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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