Working Papers

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy K. Smith, Ruth N. Bolton, and Janet Wagner

Jan 1, 1998

Examines how customers’ responses to service failure and recovery encounters are influenced by the type and magnitude of the failure and by the nature of the recovery efforts. Focuses on level of compensation, speed of response, presence or absence of apology, and whether recovery was customer- or organization-initiated.

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