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Title: The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Authors: Van Vaerenbergh, Yves ×
Larivière, Bart
Vermeir, Iris #
Issue Date: 2012
Publisher: Sage Publications, Inc.
Series Title: Journal of Service Research vol:15 issue:3 pages:262-279
Abstract: Complaint management should not be restricted to a firm’s efforts to fix the problem and restore customer satisfaction after a service failure (i.e., customer recovery). Rather, firms should learn from customer complaints and improve their processes to prevent similar failures (i.e., process recovery). Process recovery communication, or the feedback to customers that describes how an organization has executed complaint-based process improvements, thus may be critical. Four studies investigate the impact of process recovery communication on customer outcomes for customers (1) who experienced a failure, complained, and received satisfactory customer recovery; (2) who experienced a failure, complained, and received unsatisfactory customer recovery; (3) who experienced a failure but did not complain; and (4) who did not experience a failure. Process recovery communication positively affects customers’ overall satisfaction, repurchase intentions, and word-of-mouth intentions through higher perceptions of the firm’s relationship investment and overall justice. In addition, such communication is most effective for the second and third types of customers; the effects for the first and fourth types are less pronounced. Managers who want to maximize the return on their complaint-handling efforts should communicate process recoveries to customers.
ISSN: 1094-6705
Publication status: published
KU Leuven publication type: IT
Appears in Collections:Research Centre for Work and Organisation Studies (WOS Bxl), Campus Brussels
Faculty of Economics and Business (FEB) - miscellaneous
× corresponding author
# (joint) last author

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