Putting the Dollar Signs on Quality: The Benefits of Service Recovery in the Hotel Industry

REFERENCES

• Andreasen , A. and Best , A. 1977 . Customers complain—does business respond? . Harvard Business Review , 55 July–August : 93 – 101 .
   Web of Science ®Google Scholar
• Berry , L. and Parasuraman , A. 1991 . Marketing services , New York , NY : Free Press .
   Google Scholar
• Bitner , M. , Booms , B. and Tetreault , M. 1990 . The service encounter: Diagnosing favorable and unfavorable incidents . Journal of Marketing , 54 January : 71 – 84 .
   Web of Science ®Google Scholar
• Bitner , M. , Booms , B. and Mohr , L. 1994 . Critical service encounters: The employee's viewpoint . Journal of Marketing , 58 October : 95 – 106 .
   Web of Science ®Google Scholar
• Bolton , R. and Drew , J. 1991 . A multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 March : 375 – 384 .
   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 : 410 – 425 .
   Google Scholar
• de Matos , C. , Henrique , J. and Rossi , C. 2007 . Service recovery paradox: A meta-analysis . Journal of Service Research , 10 : 60 – 77 .
   Web of Science ®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 : 149 – 163 .
   Web of Science ®Google Scholar
• Hart , C. , Sasser , W. Jr. and Heskett , J. 1990 . The profitable art of service recovery . Harvard Business Review , July–August : 148 – 56 .
   PubMed Web of Science ®Google Scholar
• Hocutt , M. , Bowers , M. and Donovan , D. 2006 . The art of service recovery: Fact or fiction? . The Journal of Services Marketing , 20 ( 3 ) : 199 – 207 .
   Google Scholar
• Maxham , J. 2001 . Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions . Journal of Business Research , 54 ( 1 ) : 11 – 24 .
   Web of Science ®Google Scholar
• Maxham , J. and Netemeyer , R. 2002 . A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts . Journal of Marketing , 66 ( 4 ) : 57 – 71 .
   Web of Science ®Google Scholar
• Maxham , J. and Netemeyer , R. 2003 . Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling . Journal of Marketing , 67 ( 1 ) : 46 – 62 .
   Web of Science ®Google Scholar
• McCollough , M. , Berry , L. and Yadav , M. 2000 . An empirical investigation of customer satisfaction after service failure and recovery . Journal of Service Research , 3 ( 2 ) : 121 – 137 .
   Google Scholar
• Michel , S. and Meuter , M. 2008 . The service recovery paradox: True but overrated? . International Journal of Service Industry Management , 19 ( 4 ) : 441 – 457 .
   Google Scholar
• Rinberg , T. , Oderkerken , G. and Christensen , G. 2007 . A cultural models approach to service recovery . Journal of Marketing , 71 ( 3 ) : 194 – 214 .
   Web of Science ®Google Scholar
• Smith , A. and Bolton , R. 1998 . An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? . Journal of Service Research , 1 ( 1 ) : 65 – 81 .
   Google Scholar
• Smith , A. , Bolton , R. and Wagner , J. 1999 . A model of customer satisfaction with service encounters involving failure and recovery . Journal of Marketing Research , 34 August : 356 – 372 .
   Web of Science ®Google Scholar
• Susskind , A. 2005 . A content analysis of consumer complaints, remedies, and repatronage intentions regarding dissatisfying service experiences . The Journal of Hospitality and Tourism Research , 29 : 150 – 169 .
   Google Scholar
• Tax , S. and Brown , S. 1998 . Recovering and learning from service failure . Sloan Management Review , 40 ( 1 ) : 75 – 88 .
   Google Scholar
• Tax , S. , Brown , S. and M , Chandrashekaran. 1998 . Customer evaluations of service complaint experiences: Implications for relationship marketing . Journal of Marketing , 62 ( 2 ) : 60 – 76 .
   Web of Science ®Google Scholar
• Zeithaml , V. , Parasuraman , A. and Berry , L. 1990 . Delivering service quality: Balancing customer perceptions and expectations , New York , NY : Free Press .
   Google Scholar