Construct · 1 fields · 1 citations

service recovery: a standalone construct

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

● anchor · a standalone construct Nearest construct by meaning·not indexed
servicerecovery1 CONSTRUCTService recoverySMITH · SERVICES MARKETING

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Services marketing

a firm's actions to restore a customer after a service failure, judged by fairness of outcome, process and treatment.

In services marketing, service recovery refers to a firm's actions to restore a customer after a service failure, judged by fairness of outcome, process and treatment. This meaning comes from Smith (1999) in Journal of Marketing Research.[1]

Unit
Recovery means
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Nearby constructs

service failure1 fields · 1 citationsanchor · a standalone constructco-created service recovery1 fields · 1 citationsanchor · a standalone constructfailure4 fields · 6 citationsjingle · one word, four constructs

References

  1. Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.1177/002224379903600305

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