Relationship between Satisfaction with Service Recovery and its Drivers

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Service failures are inevitable. Customers tend to complain when they happen. Given that we are able to make customers complain, what actions should we take? This study is aimed at shedding the light on the relationship between satisfaction with service recovery (SSR) and its antecedents - disconfirmation, encompassing the relationship between expectations and performance, and dimensions of perceived justice. As a result, a literature review was carried out in order to reveal how previous research has treated this topic. Based on existing theory and subjective pre-assumptions, 4 hypotheses were proposed. Preliminary findings support the hypotheses.



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