A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

  title={A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery},
  author={Amy K. Smith and Ruth N. Bolton and Janet Wagner},
  journal={Journal of Marketing Research},
  pages={356 - 372}
Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of customer satisfaction with service failure/recovery encounters based on an exchange framework that integrates concepts from both the consumer satisfaction and social justice literature, using principles of resource exchange, mental accounting, and prospect theory. The research employs a mixed-design… 

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