Title

The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery

Document Type

Journal Article

Publication Details

Mazaheri, E., Basil, D. Z., Yanamandram, V. & Daroczi, Z. (2011). The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery. Journal of Retailing and Consumer Services, 18 (3), 235-245.

Abstract

This research examines customer satisfaction with service recovery through the lens of a conflict management framework, specifically assessing the role of pre-existing attitude in determining customer response to service failure. The results of two scenario-based experiments suggest that conflict management style impacts customer satisfaction with service recovery efforts. Additionally, pre-existing attitude toward the company influences the customer's interpretation of a service provider's conflict management style. Those with positive attitudes respond favorably to a cooperative approach in the face of service failures. Conflict management style has little impact on those with negative pre-existing attitudes. A cooperative recovery style and exceeding expectations is necessary to satisfy customers. These results highlight the gravity of service failures, and the importance of proper training in dealing with service recovery.

RIS ID

36750

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Link to publisher version (DOI)

http://dx.doi.org/10.1016/j.jretconser.2010.11.004