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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
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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.
Keywords
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

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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.
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.
Chicago author-date
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.
Chicago author-date (all authors)
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.
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.
IEEE
[1]
Y. Van Vaerenbergh, B. Larivière, and I. Vermeir, “The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions,” JOURNAL OF SERVICE RESEARCH, vol. 15, no. 3, pp. 262–279, 2012.
@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 Larivière, Bart and Vermeir, Iris},
  issn         = {1094-6705},
  journal      = {JOURNAL OF SERVICE RESEARCH},
  keywords     = {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},
}

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