Efecto de las dimensiones de justicia en un contexto de fallo y recuperación del servicio
- Varela Neira, Concepción
- Vázquez Casielles, Rodolfo
- Iglesias Argüelles, Víctor
- Pindado García, Julio (coord.)
- Payne, Gregory (coord.)
Editorial: Escuela Superior de Gestión Comercial y Marketing, ESIC
ISBN: 978-84-7356-556-1
Ano de publicación: 2008
Título do volume: Ponencias
Volume: 1
Páxinas: 47
Congreso: Asociación Europea de Dirección y Economía de Empresa. Congreso Nacional (22. 2008. Salamanca)
Tipo: Achega congreso
Resumo
It is inevitable that customers perceive some problem with their suppliers in some of the service encounters � service failure�. In this situation, some companies carry out service recovery strategies directed toward maintaining their loyalty. It is often stated that it is the company�s response to the service failure, instead of the failure itself, what causes customers� discontent. In this paper an empirical model, with moderating effects, of the consequences on repurchase intentions of the justice perceived in the recovery process by financial services customers who suffered some kind of failure is tested. Results help managers have a better comprehension of how recovery strategies promote the loyalty of customers who experienced service failures.