Part N Services Marketing: Service Recovery: Eliciting Satisfaction Through Pride or Gratitude

Lastner, Matthew M.; Garretson-Folse, Judith Anne; Mangus, Stephanie M.; Fennell, Patrick
January 2014
AMA Summer Educators' Conference Proceedings;2014, Vol. 25, pN-36
Conference Paper
The article focuses on a study which explores the potential for service providers in generating customer satisfaction following a service failure by evoking positive emotions in customers through the recovery efforts. It discusses the conceptual model of service provider approaches as well as service conditions on consumption emotions and satisfaction. Other information in relation to service recovery and failure is presented.


Related Articles

  • CONSUMER DISPOSITION TOWARD SATISFACTION (CDS): SCALE DEVELOPMENT AND VALIDATION. Grace, Debra // Journal of Marketing Theory & Practice;Spring2005, Vol. 13 Issue 2, p20 

    This paper conceptualizes the notion of "consumer disposition toward satisfaction" (CDS), defined as the consumer's general tendency to be sufficiently satisfied with the purchase and consumption of the goods and services they utilize. Furthermore, the development and validation of the Consumer...

  • How Can I Sell More Add-Ons? Huisken, Brad // JCK;Sep2006, Vol. 177 Issue 9, p156 

    The article discusses strategies on how to sell add-ons or other services to customers. In reality, most customers will reject any additional purchase wherein they only want to close the sale on the main item. The author suggests to try arranging the customers to a follow-up visit for additional...

  • EFFECTS OF BRAND IMAGE ON BRAND TRUST. Ulusua, Yeşim // Journal of Yasar University;Oct2011, Vol. 6 Issue 24, p3932 

    In today’s global market place its becoming essential for companies to gain and sustain competitive advantage by increasing consumer satisfaction. With this aim, companies have to work hard on the consumer experience to make sure that what customers see and think is what they want to....

  • The Nature of Fit and the Origins of "Feeling Right": A Goal-Systemic Perspective. Kruglanski, Arie W. // Journal of Marketing Research (JMR);Feb2006, Vol. 43 Issue 1, p11 

    This article considers the notion of regulatory fit from a goal-systemic perspective. It is suggested that regulatory fit, as Avnet and Higgins (2006) define it, corresponds to a match between a person's activity and his or her (background) process goal of pursuing an (focal) attainment goal in...

  • How Regulatory Fit Affects Value in Consumer Choices and Opinions. Avnet, Tamar; Higgins, E. Tory // Journal of Marketing Research (JMR);Feb2006, Vol. 43 Issue 1, p1 

    Regulatory fit occurs when the manner of peoples' engagement in an activity sustains their current goal orientation or concerns with that activity. It is proposed that regulatory fit changes the significance of consumers' reactions to something, including the perceived monetary value of a choice...

  • Discount Rates for Time Versus Dates: The Sensitivity of Discounting to Time-Interval Description. LeBoeuf, Robyn A. // Journal of Marketing Research (JMR);Feb2006, Vol. 43 Issue 1, p59 

    Six experiments examine the impact of time-interval descriptions on consumers' discount rates. Consumers exhibit more discounting (e.g., they demand more money to delay income) when delay intervals are described by extents of time than when delay intervals are described by dates. This pattern...

  • Measures of brand attitudes can be used to predict buying behavior. Pavasars, John; Wells, William D. // Marketing News;4/11/1975, Vol. 8 Issue 19, p6 

    Discusses measures of brand attitudes that can be used by companies to predict the buying behavior of consumers. Meaning of attitude when it is appropriated by marketing research; Importance of analyzing whether individual prediction or aggregate is more relevant for the marketing problem at...

  • La relation entre la satisfaction du consommateur et sa fidélité à la marque : un examen critique. Dufer, Jean; Moulins, Jean-Louis // Recherche et Applications en Marketing (AFM c/o ESCP-EAP);1989, Vol. 4 Issue 2, p21 

    This article examines one of the more basic relationships in marketing. It relies on an experimental study of the connection between consumer satisfaction and brand loyalty. Ambiguity of results leads the authors to question the measure and the very concept of satisfaction, as well as the role...

  • Consumers' Responses to Sales Promotions of Fast Moving Consumer Goods in Nepal. Shrestha, Binod // Business Perspectives & Research;Jul-Dec2012, p13 

    This research study examined consumers' perceptions of products they purchased under sales promotion offers, and their effects on repurchase intentions of the same products after the end of the offers. The research began with an exploratory study of marketers' observations of the effectiveness...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics