Construct · 1 fields · 1 citations

service failure severity: a standalone construct

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

● anchor · a standalone construct Nearest construct by meaning·not indexed

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Services marketing

how serious a customer perceives a service failure to be, which lowers satisfaction with recovery and later relationship outcomes.

In services marketing, service failure severity refers to how serious a customer perceives a service failure to be, which lowers satisfaction with recovery and later relationship outcomes. This meaning comes from Weun (2004) in Journal of Services Marketing.[1]

Unit
Recovery means
Measured by

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Nearby constructs

failure4 fields · 6 citationsjingle · one word, four constructs Killip classification1 fields · 1 citationsanchor · a standalone construct recovery4 fields · 4 citationsjingle · one word, four constructs

References

Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations andpost‐recovery relationships. Journal of Services Marketing, 18(2), 133-146. https://doi.org/10.1108/08876040410528737

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