The Impact of Service Recovery Features on Customers Intentions of Word-of-Mouth
With the rapid development of service industry, more and more researchers and managers realize the importance of service recovery and word-of-mouth spread, which have been a significant part of marketing and management research. This paper focuses on the relationship between the features of service recovery and customer satisfaction and intentions of word-of-mouth spread by investigating restaurant consumers. In this paper, the researchers describe the impact of service recovery efforts on word-of-mouth intentions and successfully develop a measurement scale which can be used to measure word-of-mouth communication in service-providing companies. Both qualitative and quantitative methods are used to confirm the dimensions of service recovery and word-of-mouth spread intentions.
Service Recovery word-of-mouth spread behavior intention customer satisfaction
Guoqing Guo Xiaofan Wang Dong Chen Xiangque Yao
School of Business, Renmin University of China, Beijing, 100872, China School of International Business, Beijing Foreign Studies University, Beijing, 100089, China
国际会议
第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)
武汉
英文
2406-2417
2009-05-30（万方平台首次上网日期，不代表论文的发表时间）