Customer’s repurchase intensions following service recovery: A conceptual model

An effective strategy of service recovery that prevents customer defection after service failure is a powerful managerial instrument. The values that a customer associates and considers with repurchasing after service recovery has changed due to globalization. Although service recovery has been iden...

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Autores principales:	Mazhar Muhammad, Hooi Ting Ding
Formato:	article
Lenguaje:	EN FR
Publicado:	EDP Sciences 2021
Materias:	Social Sciences H
Acceso en línea:	https://doaj.org/article/bb9a7d02b53c44309ce6d99b2fae153e
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id	oai:doaj.org-article:bb9a7d02b53c44309ce6d99b2fae153e
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spelling	oai:doaj.org-article:bb9a7d02b53c44309ce6d99b2fae153e2021-12-02T17:15:22ZCustomer’s repurchase intensions following service recovery: A conceptual model2261-242410.1051/shsconf/202112409006https://doaj.org/article/bb9a7d02b53c44309ce6d99b2fae153e2021-01-01T00:00:00Zhttps://www.shs-conferences.org/articles/shsconf/pdf/2021/35/shsconf_icmesh2020_09006.pdfhttps://doaj.org/toc/2261-2424An effective strategy of service recovery that prevents customer defection after service failure is a powerful managerial instrument. The values that a customer associates and considers with repurchasing after service recovery has changed due to globalization. Although service recovery has been identified as a key driver to retain the customers, yet the effectiveness of service recovery is unclear. The literature did not offer a comprehensive service recovery strategy that can be implemented universally. Owing to varying comments on the effectiveness of service recovery, its generalizability is questionable. Grudge produced in the response of service failure that cannot be compensated with financial transactions. This study will check whether service recovery has any impact on customer’s repurchase intentions when customer has grudges and available substitutes. The findings of this research will help the managers and practitioners to allocate their resources in a proper way. Furthermore, this study will help to understand money or extrinsic compensation is not everything. Therefore, there will be some consideration beyond the materialist compensation. It will open up new avenues for researchers to view service recovery strategies with a different angle.Mazhar MuhammadHooi Ting DingEDP SciencesarticleSocial SciencesHENFRSHS Web of Conferences, Vol 124, p 09006 (2021)
institution	DOAJ
collection	DOAJ
language	EN FR
topic	Social Sciences H
spellingShingle	Social Sciences H Mazhar Muhammad Hooi Ting Ding Customer’s repurchase intensions following service recovery: A conceptual model
description	An effective strategy of service recovery that prevents customer defection after service failure is a powerful managerial instrument. The values that a customer associates and considers with repurchasing after service recovery has changed due to globalization. Although service recovery has been identified as a key driver to retain the customers, yet the effectiveness of service recovery is unclear. The literature did not offer a comprehensive service recovery strategy that can be implemented universally. Owing to varying comments on the effectiveness of service recovery, its generalizability is questionable. Grudge produced in the response of service failure that cannot be compensated with financial transactions. This study will check whether service recovery has any impact on customer’s repurchase intentions when customer has grudges and available substitutes. The findings of this research will help the managers and practitioners to allocate their resources in a proper way. Furthermore, this study will help to understand money or extrinsic compensation is not everything. Therefore, there will be some consideration beyond the materialist compensation. It will open up new avenues for researchers to view service recovery strategies with a different angle.
format	article
author	Mazhar Muhammad Hooi Ting Ding
author_facet	Mazhar Muhammad Hooi Ting Ding
author_sort	Mazhar Muhammad
title	Customer’s repurchase intensions following service recovery: A conceptual model
title_short	Customer’s repurchase intensions following service recovery: A conceptual model
title_full	Customer’s repurchase intensions following service recovery: A conceptual model
title_fullStr	Customer’s repurchase intensions following service recovery: A conceptual model
title_full_unstemmed	Customer’s repurchase intensions following service recovery: A conceptual model
title_sort	customer’s repurchase intensions following service recovery: a conceptual model
publisher	EDP Sciences
publishDate	2021
url	https://doaj.org/article/bb9a7d02b53c44309ce6d99b2fae153e
work_keys_str_mv	AT mazharmuhammad customersrepurchaseintensionsfollowingservicerecoveryaconceptualmodel AT hooitingding customersrepurchaseintensionsfollowingservicerecoveryaconceptualmodel
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Customer’s repurchase intensions following service recovery: A conceptual model

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