The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Mauro Sciarelli, Abdelhakim A. Nagm, Mona I. Dakrory, Mario Tani and Mohamed A. Khashan

International Business Research, 2017, vol. 10, issue 8, 215-231

Abstract: This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

Keywords: service recovery; relationship quality; patronage intentions (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ibn:ibrjnl:v:10:y:2017:i:8:p:215-231

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