Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes

Jesús Cambra-Fierro (), Iguácel Melero-Polo () and Javier Sese ()

Service Business, 2015, vol. 9, issue 2, 297-320

Abstract: Service failures can have serious effects on the development of customer–firm relationships, and service recovery processes are implemented to provide a solution to the problem. Prior research has suggested that service recovery efforts lead to different responses from customers. This study offers new insights by investigating the moderating roles of customer loyalty and involvement in the service recovery process. The study focuses on the mobile phone industry and the results reveal that the relationship between perceived effort and customer satisfaction is moderated by these two central relationship characteristics. Copyright Springer-Verlag Berlin Heidelberg 2015

Keywords: Service recovery; Satisfaction; Loyalty; Involvement; Mobile phone industry (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (8)

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DOI: 10.1007/s11628-013-0228-4

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