The Service Recovery Process in the Meetings, Incentives, Conventions, and Exhibitions Industry: A Conceptual Model

REFERENCES

• Bailey , D. 1994 . Service recovery: A ten-stage approach in the training of front-line staff . Training & Management Development Methods , 8 : 17 – 21 .
   Google Scholar
• Bearden , W. O. and Teel , J. E. 1983, February . Selected determinants of consumer satisfaction and complaint reports . Journal of Marketing Research , 20 : 21 – 28 .
   Web of Science ®Google Scholar
• Beaulieu , A. F. and Love , C. 2004 . Characteristics of a meeting planner: Attributes of an emerging profession . Journal of Convention & Event Tourism , 6 ( 4 ) : 95 – 124 .
   Google Scholar
• Becker , C. 2000 . Service recovery strategies: The impact of cultural differences . Journal of Hospitality & Tourism Research , 23 ( 3 ) : 526 – 538 .
   Google Scholar
• Bies , R. J. and Moag , J. S. 1986 . “ Interactional justice: Communication criteria of justice ” . In Research on Negotiation in Organizations , Edited by: Lewicki , R. , Bazerman , M. and Sheppard , B. 57 – 79 . Greenwich, CT : JAI .
   Google Scholar
• Blodgett , J. G. and Anderson , R. A. 2000 . A Bayesian network model of the consumer complaint process . Journal of Service Research , 2 ( 4 ) : 321 – 388 .
   Google Scholar
• Blodgett , J. G. , Granbois , D. H. and Walters , R. G. 1993 . The effects of perceived justice on complainants’ negative word-of-mouth behavior and repatronage intentions . Journal of Retailing , 69 ( 4 ) : 399 – 428 .
   Web of Science ®Google Scholar
• Blodgett , J. G. , Hill , D. J. and Tax , S. S. 1997 . The effects of distributive, procedural and interactional justice on postcomplaint behavior . Journal of Retailing , 73 ( 2 ) : 185 – 210 .
   Web of Science ®Google Scholar
• Bougie , R. , Pieters , R. and Zeelenberg , M. 2003 . Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services . Journal of the Academy of Marketing Science , 31 ( 4 ) : 377 – 393 .
   Web of Science ®Google Scholar
• Canon , W. B. 1939 . The Wisdom of the Body , New York : Norton .
   Google Scholar
• Chebat , J.-C. , Davidow , M. and Codjovi , I. 2005 . Silent voices: Why some dissatisfied consumers fail to complain . Journal of Service Research , 7 ( 4 ) : 328 – 342 .
   Web of Science ®Google Scholar
• Collie , T. , Sparks , B. A. and Bradley , G. L. 2000 . Investing in interactional justice: A study of the fair process effect within a hospitality failure context . Journal of Hospitality & Tourism Research , 24 ( 4 ) : 448 – 472 .
   Google Scholar
• DeSteno , D. , Petty , R. E. , Rucker , D. D. , Wegener , D. T. and Braverman , J. 2004 . Discrete emotions and persuasion: The role of emotion-induced expectancies . Journal of Personality and Social Psychology , 86 ( 1 ) : 43 – 56 .
   PubMed Web of Science ®Google Scholar
• Duhacheck , A. and Iacobucci , D. 2005 . Consumer personality and coping: Testing rival theories of process . Journal of Consumer Psychology , 15 ( 1 ) : 52 – 63 .
   Web of Science ®Google Scholar
• Folkman , S. and Lazarus , R. S. 1988 . Coping as a mediator of emotion . Journal of Personality and Social Psychology , 54 ( 3 ) : 466 – 475 .
   PubMed Web of Science ®Google Scholar
• Goodwin , C. and Ross , I. 1990 . Consumer evaluations of responses to complaints: What's fair and why . Journal of Consumer Marketing , 7 ( 2 ) : 39 – 47 .
   Google Scholar
• Grönroos , C. 1988 . Service quality: The six criteria of good perceived service quality . Review of Business , 9 ( 3 ) : 10 – 13 .
   Google Scholar
• Hart , C. W. L. , Heskett , J. L. and Sasser , W. E. Jr . 1990, July–August . The profitable art of service recovery . Harvard Business Review , 68 : 148 – 156 .
   PubMed Web of Science ®Google Scholar
• Hoffman , K. D. and Kelley , S. W. 2000 . Perceived justice needs and recovery evaluation: A contingency approach . European Journal of Marketing , 34 ( 3/4 ) : 418 – 432 .
   Google Scholar
• Homans , G. C. 1961 . Social Behavior: Its Elementary Forms , New York : Harcourt Brace Jovanovich .
   Google Scholar
• Kelley , S. W. and Davis , M. A. 1994 . Antecedents to customer expectations for service recovery . Journal of the Academy of Marketing Science , 22 ( 1 ) : 52 – 61 .
   Google Scholar
• Lapidus , R. S. and Pinkerton , L. 1995 . Customer complaint situations: An equity theory perspective . Journal of Psychology and Marketing , 12 ( 2 ) : 105 – 118 .
   Web of Science ®Google Scholar
• Lazarus , R. S. 1991 . Emotion and Adaptation , New York : Oxford University Press .
   Google Scholar
• Lazarus , R. S. and Folkman , S. 1984 . Stress, Appraisal, and Coping , New York : Springer .
   Google Scholar
• Lee , M. J. and Back , K. J. 2005 . A review of convention and meeting management research 1990–2003: Identification of statistical methods and subject areas . Journal of Convention & Event Tourism , 7 ( 2 ) : 1 – 20 .
   Google Scholar
• Lee , Y. and Sparks , B. 2007 . Appraising tourism and hospitality service failure events: A Chinese perspective . Journal of Hospitality & Tourism Research , 31 ( 4 ) : 504 – 529 .
   Google Scholar
• Lewis , R. C. and Chambers , R. E. 1989 . Marketing Leadership in Hospitality: Foundations and Practices , New York : Van Nostrand .
   Google Scholar
• Massari , M. A. 2009 . “ Meetings, conventions and incentives: Simply good business ” . Retrieved March 27, 2009, from http://www.mimegasite.com/mimegasite/news
   Google Scholar
• Mattila , A. S. 1999 . The role of culture and purchase motivation in service encounter evaluations . Journal of Services Marketing , 13 ( 4/5 ) : 376 – 389 .
   Google Scholar
• Mattila , A. S. and Patterson , P. G. 2004 . Service recovery and fairness perceptions in collectivist and individualist contexts . Journal of Service Research , 6 ( 4 ) : 336 – 346 .
   Google Scholar
• Mattila , A. S. and Ro , H. 2008 . Discrete negative emotions and customer dissatisfaction in a casual restaurant setting . Journal of Hospitality & Tourism Research , 32 ( 1 ) : 89 – 107 .
   Web of Science ®Google Scholar
• Maute , M. F. and Dubé , L. 1999 . Patterns of emotional responses and behavioral consequences of dissatisfaction . Applied Psychology , 48 ( 3 ) : 219 – 247 .
   Google Scholar
• Maxham , J. G. and Netemeyer , R. G. 2002 . Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent . Journal of Retailing , 78 : 239 – 252 .
   Web of Science ®Google Scholar
• McColl-Kennedy , J. R. and Sparks , B. A. 2003 . Application of fairness theory to service failures and service recovery . Journal of Service Research , 5 ( 3 ) : 251 – 266 .
   Google Scholar
• McCollough , M. A. , Berry , L. L. and Yadav , M. S. 2000 . An empirical investigation of customer satisfaction after service failure and recovery . Journal of Service Research , 3 ( 2 ) : 121 – 137 .
   Google Scholar
• Menon , K. and Dubé , L. 2004 . Service provider responses to anxious and angry customers: Different challenges, different payoffs . Journal of Retailing , 80 ( 3 ) : 229 – 237 .
   Web of Science ®Google Scholar
• Oliver , R. L. 1980, November . A cognitive model of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , 17 : 460 – 469 .
   Web of Science ®Google Scholar
• Oliver , R. L. 1993, December . Cognitive, affective, and attribute bases of the satisfaction response . Journal of Consumer Research , 20 : 418 – 430 .
   Web of Science ®Google Scholar
• Oliver , R. L. 1997 . Satisfaction: A Behavioral Perspective on the Consumer , Boston : McGraw-Hill/Irwin .
   Google Scholar
• Oliver , R. L. and Bearden , W. O. 1985, June . Disconfirmation processes and consumer evaluations in product usage . Journal of Business Research , 13 : 235 – 246 .
   Web of Science ®Google Scholar
• Oliver , R. L. and Burke , R. R. 1999, February . Expectation processes in satisfaction formation . Journal of Service Research , 1 : 196 – 214 .
   Google Scholar
• Oppermann , M. 1996, April . Convention cities: Images and changing fortunes . Journal of Tourism Studies , 7 ( 1 ) : 10 – 19 .
   Google Scholar
• Palmer , A. , Beggs , R. and Keown-McMullan , C. 2000 . Equity and repurchase intention following service failure . Journal of Services Marketing , 14 ( 6 ) : 513 – 528 .
   Google Scholar
• Reichheld , F. F. and Sasser , W. E. Jr . 1990, September–October . Zero defections: Quality comes to services . Harvard Business Review , 68 : 105 – 111 .
   PubMed Web of Science ®Google Scholar
• Rogers , T. 2008 . Conferences and Conventions: A Global Industry , Oxford : Butterworth-Heinemann .
   Google Scholar
• Roseman , I. J. , Antoniou , A. A. and Jose , P. E. 1994 . Appraisal determinants of emotions: Constructing a more accurate and comprehensive theory . Cognition and Emotion , 10 ( 3 ) : 241 – 277 .
   Web of Science ®Google Scholar
• Roth , S. and Cohen , L. 1986 . Approach, avoidance and coping with stress . American Psychologist , 41 ( 7 ) : 813 – 819 .
   PubMed Web of Science ®Google Scholar
• Rust , R. T. and Zahorik , A. J. 1993 . Customer satisfaction, customer retention, and market share . Journal of Retailing , 69 ( 2 ) : 193 – 215 .
   Web of Science ®Google Scholar
• Ruyter , K. D. and Wetzels , M. 2000 . Customer equity considerations in service recovery: A cross-industry perspective . International Journal of Services Industry Management , 11 ( 1 ) : 91 – 108 .
   Google Scholar
• Shaver , P. , Schwartz , J. , Donald , K. and O’Connor , C. 1987 . Emotion knowledge: Further exploration of a prototype approach . Journal of Personality and Social Psychology , 52 ( 6 ) : 1061 – 1086 .
   PubMed Web of Science ®Google Scholar
• Stephens , N. and Gwinner , K. 1998 . Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior . Journal of the Academy of Marketing Science , 26 ( 3 ) : 172 – 189 .
   Web of Science ®Google Scholar
• Sudgen , R. 1985 . Regret, recrimination and rationality . Theory and Decision , 19 ( 1 ) : 77 – 99 .
   Web of Science ®Google Scholar
• Sundaram , D. S. , Jurowski , C. and Webster , C. 1997 . Service failure recovery efforts in restaurant dining: The role of criticality of service consumption . Hospitality Research Journal , 20 ( 3 ) : 137 – 149 .
   Google Scholar
• Susskind , A. M. 2005 . A content analysis of consumer complaints, remedies and repatronage intentions regarding dissatisfying service experiences . Journal of Hospitality and Tourism Research , 29 ( 2 ) : 150 – 169 .
   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
• Voorhees , C. M. and Brady , M. K. 2005 . A service perspective on the drivers of complaint intentions . Journal of Service Research , 8 ( 2 ) : 192 – 204 .
   Web of Science ®Google Scholar
• Yi , S. and Baumgartner , H. 2004 . Coping with negative emotions in purchase-related situations . Journal of Consumer Psychology , 14 ( 3 ) : 303 – 317 .
   Web of Science ®Google Scholar
• Yoo , J. J. and Weber , K. 2005 . Progress in convention tourism research . Journal of Hospitality & Tourism Research , 9 ( 2 ) : 194 – 222 .
   Google Scholar
• Zeelenberg , M. , de Bos , K. , van Dick , E. and Pieters , M. 2002 . The inaction effect in the psychology of regret . Journal of Personality & Social Psychology , 82 ( 3 ) : 314 – 327 .
   PubMed Web of Science ®Google Scholar
• Zeelenberg , M. and Pieters , R. 1999 . Comparing service delivery that might have been: Behavioral responses to regret and disappointment . Journal of Service Research , 2 ( 1 ) : 86 – 97 .
   Google Scholar
• Zeelenberg , M. and Pieters , R. 2004 . Beyond valence in customer satisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services . Journal of Business Research , 57 : 445 – 455 .
   Web of Science ®Google Scholar
• Zemke , R. and Bell , C. 1990 . Service recovery: Doing it right the second time . Training , 27 ( 6 ) : 42 – 49 .
   Google Scholar