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The Intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour

By Dominique A. Keeffe, Rebekah Russell-Bennett and Alastair Tombs


Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

Topics: 150599 Marketing not elsewhere classified, Service recovery, emotion, cognition, behaviour, consumer
Publisher: Elsevier
Year: 2007
DOI identifier: 10.1016/S1746-9791(07)03006-4
OAI identifier: oai:eprints.qut.edu.au:13255

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