THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION

REFERENCES

• Bitner , M. J. , Booms , B. H. and Tetreault , M. S. 1990 . The service encounter: Diagnosing favorable and unfavorable. . Journal of Marketing , 54 (1) : 71 – 84 .
   Web of Science ®Google Scholar
• Boshoff , C. 2005 . A re‐assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction‐specific service recovery. . Managing Service Quality , 15 (5) : 410 – 425 .
   Google Scholar
• Collie , T. , Sparks , B. and Bradley , G. 2000 . Investing in interactional justice: A study of the fair process effect within a hospitality failure context. . Journal of Hospitality & Tourism Research , 24 : 448 – 472 .
   Google Scholar
• Dabholkar , P. A. 1996 . Consumer evaluations of new technology‐based self‐service options: An investigation of alternative model of service quality. . International Journal of Research in Marketing , 13 (1) : 29 – 51 .
   Google Scholar
• Davidow , M. 2000 . The bottom line impact of organizational responses to customer complaints. . Journal of Hospitality & Tourism Research , 24 : 473 – 490 .
   Google Scholar
• Deaux , K. and Major , B. 1982 . “ Individual difference sin justice behavior. ” . In Equity and justice in social behavior , Edited by: Greenberg , J and Cohen , R . 43 – 76 . New York : Academic Press .
   Google Scholar
• Fischer , E. and Arnold , S. 1990, December . More than a labor of love: Gender roles and Christmas gift shopping. . Journal of Consumer Research , 17 : 333 – 345 .
   Web of Science ®Google Scholar
• Gilligan , C. 1982 . In a different voice: Psychological theory and women's development , Cambridge, MA : Harvard University Press .
   Google Scholar
• Goodwin , C. and Ross , I. 1992 . Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. . Journal of Business Research , 25 (2) : 149 – 163 .
   Google Scholar
• Harris , K. E. , Grewal , D. , Mohr , L. A. and Bernhardt , K. L. 2006a . Consumer response to service recovery strategies: The moderating role of online versus offline environment. . Journal of Business Research , 59 (4) : 425 – 431 .
   Web of Science ®Google Scholar
• Harris , K. E. , Grewal , D. , Mohr , L. A. and Bernhardt , K. L. 2006b . Online service failure, consumer attributions and expectations. . Journal of Services Marketing , 20 (6–7) : 453 – 458 .
   Google Scholar
• Holloway , B. B. and Beatty , S. E. 2003 . Service failure in online retailing: A recovery opportunity. . Journal of Service Research , 6 (1) : 92 – 105 .
   Google Scholar
• Iacobucci , D. and Ostrom , A. 1993 . Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. . Journal of Consumer Psychology , 2 (3) : 257 – 286 .
   Google Scholar
• Jang , S. 2004 . The past, present, and future research of online information search. . Journal of Travel & Tourism Marketing , 17 (2–3) : 41 – 47 .
   Google Scholar
• Keppel , G. 1991 . Design and analysis: A researcher's handbook , Eaglewood Cliffs, NJ : Prentice‐Hall .
   Google Scholar
• Mattila , A. S. 2001 . The effectiveness of service recovery in a multi‐industry setting. . Journal of Service Marketing , 15 (7) : 583 – 596 .
   Google Scholar
• Mattila , A. S. and Enz , C. 2002 . The role of emotions in service encounters. . Journal of Service Research , 4 (4) : 268 – 277 .
   Google Scholar
• Mattila , A. S. , Grandey , A. and Fisk , G. 2003 . The interplay of gender and affective tone in service encounter satisfaction. . Journal of Service Research , 6 (2) : 136 – 143 .
   Google Scholar
• Mattila , A. S. and Ro , H. 2008 . Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. . Journal of Hospitality & Tourism Research , 32 : 89 – 107 .
   Web of Science ®Google Scholar
• McColl‐Kennedy , J. R. , Daus , C. S. and Sparks , B. A. 2003 . The role of gender in reactions to service failure and recovery. . Journal of Service Research , 6 (1) : 66 – 82 .
   Google Scholar
• McCollough , M. 2000 . The effect of perceived justice and attributions regarding service failure and recovery on post‐recovery customer satisfaction and service quality attitudes. . Journal of Hospitality & Tourism Research , 24 : 423 – 447 .
   Google Scholar
• Meuter , M. L. , Ostrom , A. L. , Bitner , M. J. and Roundtree , R. I. 2003 . The influence of technology anxiety on consumer use and experiences with self‐service technologies. . Journal of Business Research , 56 (11) : 899 – 906 .
   Web of Science ®Google Scholar
• Meuter , M. L. , Ostrom , A. L. , Roundtree , R. I. and Bitner , M. J. 2000, July . Self‐service technologies: Understanding customer satisfaction with technology‐based service encounters. . Journal of Marketing , 64 : 50 – 64 .
   Web of Science ®Google Scholar
• Morrison , A. M. , Su , J. , O'Leary , J. T. and Cai , L. 2001 . Predicting usage of the Internet for travel booking: An exploratory study. . Information Technology and Tourism , 4 (1) : 15 – 30 .
   Google Scholar
• Schmitt , B. , LeClerc , F. and Dube‐Rioux , L. 1988, June . Sex typing and gender schema theory. . Journal of Consumer Research , 15 : 122 – 128 .
   Web of Science ®Google Scholar
• Shapiro , T. and Nieman‐Gonder , J. 2006 . Effect of communication mode in justice‐based service recovery. . Managing Service Quality , 16 (2) : 124 – 144 .
   Google Scholar
• Smith , A. K. , Bolton , R. N. and Wagner , J. 1999 . A model of customer satisfaction with service encounters involving failure and recovery. . Journal of Marketing Research , 36 (3) : 356 – 373 .
   Google Scholar
• Sparks , B. A. and Fredline , L. 2007 . Providing an explanation for service failure: Context, content, and customer responses. . Journal of Hospitality & Tourism Research , 31 : 241 – 260 .
   Google Scholar
• Sparks , B. A. and McColl‐Kennedy , J. R. 2001 . Justice strategy options for increased customer satisfaction in a services recovery setting. . Journal of Business Research , 54 : 209 – 218 .
   Web of Science ®Google Scholar
• Spence , J. and Helmreich , R. 1978 . Masculinity and femininity: Their psychological dimensions, correlates and antecedents , Austin : University of Texas Press .
   Google Scholar
• Stockdale , R. 2007 . Managing customer relationships in the self‐service environment of e‐tourism. . Journal of Vacation Marketing , 13 (3) : 205 – 219 .
   Google Scholar
• Susskind , A. 2005 . A content analysis of consumer complaints, remedies, and repatronage intentions regarding dissatisfying service experiences. . Journal of Hospitality & Tourism Research , 29 : 150 – 169 .
   Google Scholar
• Susskind , A. M. , Bonn , M. A. and Dev , C. 2003 . To look or book: an examination of consumers' apprehensiveness toward internet use. . Journal of Travel Research , 41 (3) : 256 – 264 .
   Google Scholar
• Tax , S. S. , Brown , S. W. and Chandrashekaran , M. 1998 . Customer evaluations of service complaint experiences: Implications for relationship marketing. . Journal of Marketing , 62 (2) : 60 – 76 .
   Web of Science ®Google Scholar
• Veroff , J. , McClelland , L. and Ruhland , D. 1975 . “ Varieties and of achievement motivation. ” . In Women and achievement , Edited by: Mednick , M , Tangri , S and Hoffmna , L . 172 – 205 . New York : Wiley .
   Google Scholar
• Vogt , C. A. and Fesenmaier , D. R. 1998 . Expanding the functional information search model. . Annals of Tourism Research , 25 (3) : 551 – 578 .
   Web of Science ®Google Scholar
• Wirtz , J. and Mattila , A. S. 2004 . Consumer responses to compensation, speed of recovery and apology after a service failure. . International Journal of Service Industry Management , 15 (2) : 150 – 166 .
   Google Scholar