Mixed findings on service recovery paradox: An illustration from An experimental study

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dc.contributor.author Ok, Chihyung
dc.contributor.author Back, Ki-Joon
dc.contributor.author Shanklin, Carol W.
dc.date.accessioned 2008-05-07T15:37:04Z
dc.date.available 2008-05-07T15:37:04Z
dc.date.issued 2008-05-07T15:37:04Z
dc.identifier.uri http://hdl.handle.net/2097/713
dc.description.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. en
dc.relation.uri http://www.tandf.co.uk/journals/journal.asp?issn=0264-2069&linktype=2 en
dc.rights 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. en
dc.subject Service failure en
dc.subject Satisfaction en
dc.subject Service Recovery Paradox en
dc.subject Double deviation en
dc.subject Ceiling effect en
dc.title Mixed findings on service recovery paradox: An illustration from An experimental study en
dc.type Article (author version) en
dc.date.published 2007 en
dc.citation.eissn 1743-9507 en
dc.citation.epage 686 en
dc.citation.issn 0264-2069 en
dc.citation.issue 6 en
dc.citation.jtitle Service industries journal en
dc.citation.spage 671 en
dc.citation.volume 27 en
dc.contributor.authoreid ok
dc.contributor.authoreid shanklin

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