Antecedents to customer expectations for service recovery

Scott W. Kelley, Mark A. Davis

Research output: Contribution to journalArticlepeer-review

454 Scopus citations

Abstract

Selected antecedents of customers' service recovery expectations are considered in this study. A conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery expectations.

Original languageEnglish
Pages (from-to)52-61
Number of pages10
JournalJournal of the Academy of Marketing Science
Volume22
Issue number1
DOIs
StatePublished - Dec 1994

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

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