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Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery

Ma, Jun
http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198

Abstract Details

2007, PHD, Kent State University, College of Business and Entrepreneurship, Ambassador Crawford / Department of Marketing and Entrepreneurship.
Attribution theory and justice theory have been used to model consumer reactions to general failure and firms’ recovery efforts respectively. This dissertation employs the customer satisfaction framework to integrate attribution with recovery. Consumer recovery expectation provides the conceptual link between these two constructs. Using a sample of 450 participants, this dissertation empirically tests the integrated model of customer satisfaction with service failure and recovery. Participants are classified based on their self-reported attribution of a general failure scenario. A 2×2×3 factorial experiment with three recovery attributes is used to match recoveries with expectations. Results show that the degree to which consumers blame a causal agent for a failure is positively related to their expectation from that causal agent. The effect of recovery on customer satisfaction largely depends on justice-based recovery expectations. This study also suggests that there is no single recovery that will be effective for all failures. The appropriate recovery is based on consumer recovery expectations. In general, compensation along with other non-monetary related attributes such as quick response, empathy, and politeness of employees, is more effective than compensation alone.
Michael Hu (Advisor)
158 p.
Business Administration, Marketing
marketing; service

Recommended Citations

Citations

  • Ma, J. (2007). Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery [Doctoral dissertation, Kent State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198

    APA Style (7th edition)

  • Ma, Jun. Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery. 2007. Kent State University, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198.

    MLA Style (8th edition)

  • Ma, Jun. "Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery." Doctoral dissertation, Kent State University, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198

    Chicago Manual of Style (17th edition)

kent1186171198
1,617
© 2007, all rights reserved.
This open access ETD is published by Kent State University and OhioLINK.