A cross-cultural investigation of customer reactions to service failure and recovery

@inproceedings{Matos2011ACI,
  title={A cross-cultural investigation of customer reactions to service failure and recovery},
  author={Celso Augusto de Matos and Daniel von der Heyde Fernandes and Rodrigo Pinto Leis and Guilherme Trez},
  year={2011}
}
Despite recent investigations into cross-cultural analyses of service failure and recovery, there has been little empirical research on the influence of customers' cultural orientation. This study analyzes a survey of 463 consumers from Brazil, France, Italy, and the Netherlands. Results showed that perceived justice has a significant effect on customer satisfaction, which in turn affects repurchase, word of mouth, and the intention to complain. More specifically, the effect of procedural… CONTINUE READING