The Intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour

Keeffe, Dominique A., Russell-Bennett, Rebekah, & Tombs, Alastair (2007) The Intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour. In Hartel, C. E. J., Zerbe, W. J., & Ashkanasy, N. M. (Eds.) Research on Emotions in Organizations: Functionality, Intentionality and Morality, Elsevier, Atlanta, Ga., pp. 141-175.

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Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.

Impact and interest:

7 citations in Scopus
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5 citations in Web of Science®

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ID Code: 13255
Item Type: Conference Paper
Refereed: No
Keywords: Service recovery, emotion, cognition, behaviour, consumer
DOI: 10.1016/S1746-9791(07)03006-4
ISBN: 9780762314140
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2007 Elsevier
Copyright Statement: Reproduced in accordance with the copyright policy of the publisher.
Deposited On: 08 Apr 2008 00:00
Last Modified: 30 Jul 2015 00:52

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