DUGiDocsIs It Possible to Retain Customer Loyalty When a Service Has Failed?
dc.contributor.author
dc.date.accessioned
2016-02-08T11:43:13Z
dc.date.available
2016-02-08T11:43:13Z
dc.date.issued
2015
dc.identifier.issn
1090-8471
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dc.description.abstract
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
dc.description.sponsorship
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
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application/pdf
dc.language.iso
eng
dc.publisher
Wiley
dc.relation
info:eu-repo/grantAgreement/MICINN//ECO2009-12754-C02-01/ES/Mejora De La Satisfaccion De Los Clientes En Las Empresas Españolas Mediante La Estandarizacion/
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Reproducció digital del document publicat a: http://dx.doi.org/10.1002/hfm.20579
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© Human Factors and Ergonomics In Manufacturing, 2015, vol. 25, núm. 5, p. 599-613
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Articles publicats (D-OGEDP)
dc.rights
Tots els drets reservats
dc.subject
dc.title
Is It Possible to Retain Customer Loyalty When a Service Has Failed?
dc.type
info:eu-repo/semantics/article
dc.rights.accessRights
info:eu-repo/semantics/embargoedAccess
dc.embargo.terms
Cap
dc.date.embargoEndDate
info:eu-repo/date/embargoEnd/2026-01-01
dc.type.version
info:eu-repo/semantics/publishedVersion
dc.identifier.doi
dc.identifier.idgrec
022736
dc.contributor.funder
dc.relation.ProjectAcronym
dc.identifier.eissn
1520-6564