Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

Purpose - The paper seeks to investigate, in a context of service failure and recovery, how consumer satisfaction is affected by problem severity and company responsiveness, how satisfaction influences repatronage intentions, word-of-mouth, and complaint intentions, and how consumer attitude toward...

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Veröffentlicht in:	The Journal of services marketing 2009-10, Vol.23 (7), p.462-475
Hauptverfasser:	Augusto de Matos, Celso, Vargas Rossi, Carlos Alberto, Teixeira Veiga, Ricardo, Afonso Vieira, Valter
Format:	Artikel
Sprache:	eng
Schlagworte:	Attitudes Behavior Brand loyalty Brazil Complaints Consumer behavior Consumer behaviour Consumers Customer satisfaction Customer services Failure Marketing Service failures Studies
Online-Zugang:	Volltext
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