Consumer responses to service situations: Tests for main and interaction effects

Stevie Watson

Journal of Retailing and Consumer Services, 2012, vol. 19, issue 3, 287-296

Abstract: This research examines the effects of service criticality, service type, previous service experience, and service recovery on customer satisfaction, customer loyalty, and complaint behavior. The results of a 2 (service criticality: high or low) x2 (service type: personal or nonpersonal) x 2 (previous service experience: failure or nonfailure) x3 (service recovery: assistance only, compensation only, or assistance with compensation) between-subjects experimental design indicate significant main effects for each independent variable on the combined dependent measures. In addition, two-way interaction effects, each involving service type, were found. Managerial implications and future research directions are discussed.

Keywords: Service failure; Service recovery; Service criticality (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:19:y:2012:i:3:p:287-296

DOI: 10.1016/j.jretconser.2012.02.003

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