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Is It Possible to Retain Customer Loyalty When a Service Has Failed?

This article aims to analyze the impact of recovery on loyalty in the context of a service chain characterized by the e-quality-perceived value-loyalty relationship. A sample of 91 out of 1,201 respondents claimed to have had service problems with an online travel agency website. A causal model to test relationships was performed using structural equations modeling, and it was found that data fit with the proposed model. The really important point to retaining customers is quality. It is not so clear that the recovery effort might affect loyalty. Our findings underpin some previous stream of literature confirming that recovery does not always affect loyalty. Although the literature has not reached a consensus in this topic, we add new elements in this debate

This article was written as part of a research project entitled “Customer Satisfaction Improvement in Spanish Organizations through Standardization” (ECO2009-12754-CO2-01), financed by the Ministry of Science and Innovation within the aid program for research and development projects

Wiley

Director: Ministerio de Ciencia e Innovación (Espanya)
Autor: Marimon Viadiu, Frederic
Alonso Almeida, Mar
Bernardo Vilamitjana, Mercè
Llach Pagès, Josep
Data: 2015
Resum: This article aims to analyze the impact of recovery on loyalty in the context of a service chain characterized by the e-quality-perceived value-loyalty relationship. A sample of 91 out of 1,201 respondents claimed to have had service problems with an online travel agency website. A causal model to test relationships was performed using structural equations modeling, and it was found that data fit with the proposed model. The really important point to retaining customers is quality. It is not so clear that the recovery effort might affect loyalty. Our findings underpin some previous stream of literature confirming that recovery does not always affect loyalty. Although the literature has not reached a consensus in this topic, we add new elements in this debate
This article was written as part of a research project entitled “Customer Satisfaction Improvement in Spanish Organizations through Standardization” (ECO2009-12754-CO2-01), financed by the Ministry of Science and Innovation within the aid program for research and development projects
Format: application/pdf
Accés al document: http://hdl.handle.net/10256/12043
Llenguatge: eng
Editor: Wiley
Col·lecció: info:eu-repo/semantics/altIdentifier/doi/10.1002/hfm.20579
info:eu-repo/semantics/altIdentifier/issn/1090-8471
info:eu-repo/semantics/altIdentifier/eissn/1520-6564
info:eu-repo/grantAgreement/MICINN//ECO2009-12754-C02-01/ES/Mejora De La Satisfaccion De Los Clientes En Las Empresas Españolas Mediante La Estandarizacion/
Drets: Tots els drets reservats
Matèria: Fidelitat a una marca
Customer loyalty
Títol: Is It Possible to Retain Customer Loyalty When a Service Has Failed?
Tipus: info:eu-repo/semantics/article
Repositori: DUGiDocs

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