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Title: The Influence of Service Recovery Evaluation on Customer Post-Complaint Behavior
Contributor(s): Valenzuela, F  (author); Vasquez-Parraga, AZ (author); Llanos, O (author); Vilches, S (author)
Publication Date: 2006
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Abstract: Several studies have focused on the influence of service recovery efforts on customers' post-complaint responses. However, customer outcomes consisting of responses that can lead to long-term buyer-seller relationships have not been thoroughly investigated. Using a customer sample in an emerging economy, Chile, this paper studies the relationship between service recovery evaluation (SRE) and a long-term customer post-complaint behavior (LTC-PCB) consisting of customer trust, relationship commitment and loyalty. When examining the SRE dimensions, compensation and employee behavior showed to be directly related to trust and indirectly related to both, commitment and loyalty, indicating the importance of compensation and employee behavior in responding to customers' complaints and seeking long-term relationships. Another dimension, promptness resulted to be not significant for customers, meaning that customers do not give great importance to the time companies take in the process of handling complaints as long as these complaints are solved.
Publication Type: Journal Article
Source of Publication: International Journal of Business and Information, 1(1), p. 53-73
Publisher: Academy of Taiwan Information Systems Research
Place of Publication: Taiwan, Republic of China
ISSN: 1728-8673
Field of Research (FOR): 150501 Consumer-Oriented Product or Service Development
Peer Reviewed: Yes
HERDC Category Description: C1 Refereed Article in a Scholarly Journal
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