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dc.contributor.authorRadu, Alexandru
dc.contributor.authorSurachartkumtonkun, Jiraporn
dc.contributor.authorWeaven, Scott
dc.contributor.authorThaichon, Park
dc.date.accessioned2019-06-27T12:30:36Z
dc.date.available2019-06-27T12:30:36Z
dc.date.issued2020
dc.identifier.issn0965-254X
dc.identifier.doi10.1080/0965254X.2018.1518920
dc.identifier.urihttp://hdl.handle.net/10072/381102
dc.description.abstractThis article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice. This study utilizes a 2 (low vs. high distributive justice) × 2 (low vs. high interactional justice) × 2 (low vs. high likability of customer service agent) scenario design in a retail environment in which a customer returns a pair of prematurely worn out shoes. Findings suggest that dispositional forgiveness, likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice are positively related to reconciliation following service failure and recovery. Results reveal the critical role of service personnel characteristic of service workers who handle the recovery process.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherTaylor & Francis
dc.publisher.placeUnited Kingdom
dc.relation.ispartofpagefrom1
dc.relation.ispartofpageto17
dc.relation.ispartofjournalJournal of Strategic Marketing
dc.subject.fieldofresearchMarketing Management (incl. Strategy and Customer Relations)
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150503
dc.subject.fieldofresearchcode1505
dc.titleExamining antecedents of reconciliation following service failure and recovery
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Marketing
gro.description.notepublicThis publication has been entered into Griffith Research Online as an Advanced Online Version.
gro.hasfulltextNo Full Text
gro.griffith.authorWeaven, Scott K.
gro.griffith.authorRadu, Alexandru G.
gro.griffith.authorSurachartkumtonkun, Jiraporn
gro.griffith.authorThaichon, Park


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