Title :
Modeling Structure of Customer Satisfaction with Service Recovery
Author :
Hua Yuan ; Qian, Yu ; Zhuo, Feng
Author_Institution :
Dept. of Manage. & E-commerce, Univ. of Electron. Sci. & Tech of China, Chengdu, China
Abstract :
The research results from the attribution theory, equity theory and expectation theory in service recovery have heavy impacts on understanding customer satisfaction with service recovery performance. In this work, the causal relations among these theories are analyzed with influence diagram. Finally a new customer satisfaction mode of service recovery is proposed with the combination of structural equation modeling method. Empirical evidences show that the new model provides a rational method in analyzing customer satisfaction with service recovery, and it is also a helpful tool for service provider in controlling the service recovery quality.
Keywords :
customer satisfaction; service industries; attribution theory; customer satisfaction; equity theory; expectation theory; influence diagram; service recovery; structural equation modeling method; Business; Conference management; Customer satisfaction; Employment; Equations; Loss measurement; Production; Psychology; Sociology; Strontium; attribution theory; customer satisfaction; equity theory; expectation gap theory; service recovery;
Conference_Titel :
Service Sciences (ICSS), 2010 International Conference on
Conference_Location :
Hangzhou
Print_ISBN :
978-0-7695-4017-7
DOI :
10.1109/ICSS.2010.60