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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions

Yves Van Vaerenbergh UGent, Bart Larivière UGent and Iris Vermeir UGent (2012) JOURNAL OF SERVICE RESEARCH. 15(3). p.262-279
abstract
Complaint management should not be restricted to a firm's efforts to fix the problem and restore customer satisfaction after a service failure (i.e., customer recovery [CR]). Rather, firms should learn from customer complaints and improve their processes to prevent similar failures (i.e., process recovery [PR]). PR communication, or the feedback to customers that describes how an organization has executed complaint-based process improvements, thus may be critical. Four studies investigate the impact of PR communication on customer outcomes for customers (1) who experienced a failure, complained, and received satisfactory CR; (2) who experienced a failure, complained, and received unsatisfactory CR; (3) who experienced a failure but did not complain; and (4) who did not experience a failure. PR communication positively affects customers' overall satisfaction, repurchase intentions, and word-of-mouth intentions through higher perceptions of the firm's relationship investment and overall justice. In addition, such communication is most effective for the second and third types of customers; the effects for the first and fourth types are less pronounced. Managers who want to maximize the return on their complaint-handling efforts should communicate process recoveries to customers.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
subject
keyword
SERVICE RECOVERY, PERCEIVED JUSTICE, MODERATING ROLE, EMPLOYEE, EXPECTATIONS, FAILURES, LOYALTY, EQUITY, TRUST, TIME, service failure, service recovery, customer recovery, process recovery communication, satisfaction, repurchase intentions, word of mouth
journal title
JOURNAL OF SERVICE RESEARCH
J. Serv. Res.
volume
15
issue
3
pages
262 - 279
Web of Science type
Article
Web of Science id
000306667600002
JCR category
BUSINESS
JCR impact factor
2.714 (2012)
JCR rank
18/116 (2012)
JCR quartile
1 (2012)
ISSN
1094-6705
DOI
10.1177/1094670512442786
language
English
UGent publication?
yes
classification
A1
copyright statement
I have transferred the copyright for this publication to the publisher
id
2072105
handle
http://hdl.handle.net/1854/LU-2072105
date created
2012-03-21 17:09:20
date last changed
2015-06-17 09:59:53
@article{2072105,
  abstract     = {Complaint management should not be restricted to a firm's efforts to fix the problem and restore customer satisfaction after a service failure (i.e., customer recovery [CR]). Rather, firms should learn from customer complaints and improve their processes to prevent similar failures (i.e., process recovery [PR]). PR communication, or the feedback to customers that describes how an organization has executed complaint-based process improvements, thus may be critical. Four studies investigate the impact of PR communication on customer outcomes for customers (1) who experienced a failure, complained, and received satisfactory CR; (2) who experienced a failure, complained, and received unsatisfactory CR; (3) who experienced a failure but did not complain; and (4) who did not experience a failure. PR communication positively affects customers' overall satisfaction, repurchase intentions, and word-of-mouth intentions through higher perceptions of the firm's relationship investment and overall justice. In addition, such communication is most effective for the second and third types of customers; the effects for the first and fourth types are less pronounced. Managers who want to maximize the return on their complaint-handling efforts should communicate process recoveries to customers.},
  author       = {Van Vaerenbergh, Yves and Larivi{\`e}re, Bart and Vermeir, Iris},
  issn         = {1094-6705},
  journal      = {JOURNAL OF SERVICE RESEARCH},
  keyword      = {SERVICE RECOVERY,PERCEIVED JUSTICE,MODERATING ROLE,EMPLOYEE,EXPECTATIONS,FAILURES,LOYALTY,EQUITY,TRUST,TIME,service failure,service recovery,customer recovery,process recovery communication,satisfaction,repurchase intentions,word of mouth},
  language     = {eng},
  number       = {3},
  pages        = {262--279},
  title        = {The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions},
  url          = {http://dx.doi.org/10.1177/1094670512442786},
  volume       = {15},
  year         = {2012},
}

Chicago
Van Vaerenbergh, Yves, Bart Larivière, and Iris Vermeir. 2012. “The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-mouth Intentions.” Journal of Service Research 15 (3): 262–279.
APA
Van Vaerenbergh, Y., Larivière, B., & Vermeir, I. (2012). The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions. JOURNAL OF SERVICE RESEARCH, 15(3), 262–279.
Vancouver
1.
Van Vaerenbergh Y, Larivière B, Vermeir I. The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions. JOURNAL OF SERVICE RESEARCH. 2012;15(3):262–79.
MLA
Van Vaerenbergh, Yves, Bart Larivière, and Iris Vermeir. “The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-mouth Intentions.” JOURNAL OF SERVICE RESEARCH 15.3 (2012): 262–279. Print.