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Hospitality Management and Dietetics >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/2097/713
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| Title: | Mixed findings on service recovery paradox: An illustration from An experimental study |
| Authors: | Ok, Chihyung
Back, Ki-Joon
Shanklin, Carol W. |
| Publication Date: | 2007 |
| Type: | Article (author version) |
| Journal: | Service industries journal |
| Volume: | 27 |
| Issue: | 6 |
| Starting Page: | 671 |
| Ending Page: | 686 |
| Permissions: | This is an electronic version of an article published in CHIHYUNG OK, KI-JOON BACK, & CAROL W. SHANKLIN. "MIXED FINDINGS ON SERVICE RECOVERY PARADOX: AN ILLUSTRATION FROM AN EXPERIMENTAL STUDY". The Service Industries Journal (2007): 27(6), 671-686. The Service Industries Journal is available online at: http://www.informaworld.com with the open URL of your article. |
| Keywords: | Service failure
Satisfaction
Service Recovery Paradox
Double deviation
Ceiling effect |
| Abstract: | The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each ( 2 x 2 x 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired sample t-tests were employed to test recovery paradox and double deviation effects after selecting four groups of customers based on recovery satisfaction to take into account the if-condition in the definition of the service recovery paradox. Customers' post-recovery overall satisfaction could be higher than their initial overall satisfaction provided customers were highly satisfied with service recovery ( recovery paradox). When customers are somewhat satisfied with recovery efforts, their initial overall satisfaction could be carried over after two transactional evaluations. Double deviation effects were obvious and consistent when customers were either highly dissatisfied or somewhat dissatisfied with service recovery. |
| URI: | http://hdl.handle.net/2097/713 |
| Appears in Collections: | Hospitality Management and Dietetics
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