Effect of Service Failure Criticality on Recovery Strategy Choosing: Moderating Role of Attribution

Du-sheng Chen ()
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Du-sheng Chen: Zhejiang University

A chapter in Proceedings of 20th International Conference on Industrial Engineering and Engineering Management, 2013, pp 541-545 from Springer

Abstract: Abstract The paper focuses on the service recovery strategy after failure. It contributes to the literature by exploring the relationship between failure criticality, recovery strategy and recovery outcome. It argues that recovery outcome varies dues to different recovery strategies and criticality of service failure is related to recovery strategy selection. The paper also considers one of the important customers’ personal traits – locus attribution as a moderator.

Keywords: Locus attribution; Service failure; Service recovery (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40072-8_53

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DOI: 10.1007/978-3-642-40072-8_53

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