The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery

Ebrahim Mazaheri, Debra Z. Basil, Venkata Yanamandram and Zoltan Daroczi

Journal of Retailing and Consumer Services, 2011, vol. 18, issue 3, 235-245

Abstract: This research examines customer satisfaction with service recovery through the lens of a conflict management framework, specifically assessing the role of pre-existing attitude in determining customer response to service failure. The results of two scenario-based experiments suggest that conflict management style impacts customer satisfaction with service recovery efforts. Additionally, pre-existing attitude toward the company influences the customer's interpretation of a service provider's conflict management style. Those with positive attitudes respond favorably to a cooperative approach in the face of service failures. Conflict management style has little impact on those with negative pre-existing attitudes. A cooperative recovery style and exceeding expectations is necessary to satisfy customers. These results highlight the gravity of service failures, and the importance of proper training in dealing with service recovery.

Keywords: Pre-existing attitude; Conflict management; Service performance and customer satisfaction (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:18:y:2011:i:3:p:235-245

DOI: 10.1016/j.jretconser.2010.11.004

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