Construct · 1 fields · 1 citations

multiple service failures: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

how customers' evaluations change across a first and a second service failure and recovery, with a second failure eroding the gains from a good first recovery.

In services marketing, multiple service failures refers to how customers' evaluations change across a first and a second service failure and recovery, with a second failure eroding the gains from a good first recovery. This meaning comes from Maxham (2002) in Journal of Marketing.[1]

Unit
Recovery means
Measured by

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Nearby constructs

failure4 fields · 6 citationsjingle · one word, four constructs good2 fields · 5 citationsjingle · one word, two constructs recovery4 fields · 4 citationsjingle · one word, four constructs

References

Maxham, J. G., & Netemeyer, R. G. (2002). A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing, 66(4), 57-71. https://doi.org/10.1509/jmkg.66.4.57.18512

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