How to Recover Service Failure Loyalty
Article Sidebar
Published:
Jan 31, 2018
Keywords:
loyalty service recovery Service Recovery Paradox
Main Article Content
Abstract
In general, customers are likely to tell the good experience from any service only for few times. But they would spread their words of service failure to many people. In the same situation, loyal customers would be more tolerance for mistakes. Meanwhile the satisfied customers that inexperienced any service failure are more loyalty to the product than the experienced customers. However those who experienced the service failure can be satisfied and loyal to the product. In some cases the experienced customers can be even more loyalty than those satisfied and inexperience any service failure ones.
Article Details
How to Cite
เสมอใจ ฉ., วิวัฒนชาต ศ., & พนิตธำรง ว. (2018). How to Recover Service Failure Loyalty. Journal of Humanities and Social Sciences, Rajapruk University, 3(3), 1–13. Retrieved from https://so03.tci-thaijo.org/index.php/rpu/article/view/112619
Section
Academic Articles
References
ฉัตยาพร เสมอใจ. (2550). การบริหารการตลาด. กรุงเทพฯ: ซีเอ็ดยูเคชั่น.
ฉัตยาพร เสมอใจ. (2552). ผลกระทบของการพลิกฟื้นปัญหาการบริการต่อความภักดีของลูกค้า. Proceeding, การประชุมวิชาการมหาวิทยาลัยกรุงเทพ. 3-16.
Andreassen, T. (2001). From disgust to delight. Journal of Service Research, Vol. 4 No. 1: 39-49.
Ball, D., Coelho, P.S. and Vilares, M.J. (2006). Service personalization and loyalty. Journal of Services Marketing, Vol. 20 No. 6: 391-403.
Bloemer,J.,Brijs,T.,Swinnen,G.andVanhoof,K.(2002).Identifyinglatentlydis-satisfiedcustomersandmeasuresfordissatisfactionmanagement.TheInternationalJournalofBankMarketing, Vol.20No.1:27-37.
Chauduri, A. and Holbrook, M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, Vol. 65 No. 2: 8193.
Colgate, Mark., Tong, Vicky Thuy-Uyen., Lee, Christina Kwai-Choi., & Farley, John U. (2007). Back From the Brink -Why Customers Stay. Journal of Service Research, Vol. 9 No. 3: 211-228.
Day, G.S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, Vol. 9 No. 3: 29-35.
Dignam, C. (1996). Being smart is not the only redeeming feature. Marketing Direct, September: 51–56.
Duncan, E. and Elliott, G. (2004). Efficiency, customer service and financial performance among Australian financial institutions. The International Journal of Bank Marketing, Vol. 22 No. 5: 319-342.
Hays, J. and Hill, V. (1999). The market share impact of service failures. Production and Operation Management, Vol. 8 No. 3: 208-220.
Johnston, R. (2005). Service Operations management: from the roots up. International Journal of Operations & Production Management, Vol. 25 No. 12: 1298-1308.
Magnini, Vincent P., Ford, John B., Markowski, Edward P., Honeycutt, Earl D. Jr. (2007). The service recovery paradox: justifiable theory or smoldering myth?. Journal of Services Marketing, Vol. 21 No. 3: 213-225.
Matos, CA., Henrique, JL. and Rossi, C. Alberto Vargas. (2007). Service Recovery Maxham, James G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, Vol. 54, Issue 1 (October): 11-24.
Michel,Stefan & Meuter, Matthew L. (2008). The service recovery paradox: true but overrated?.International Journal of Service Industry Management, Vol. 19 Issue 4: 441–457, DOI: http://dx.doi.org/10.1108/09564230810891897
O'Brien, L. and Jones, C. (1995). Do rewards really create loyalty?.Harvard Business Review, Vol. 73 (May/June): 75-82.
Reichheld, F.F. and Sasser, W.E. Jr. (1990). Zero defections: quality comes to services.Harvard Business Review. (September-October): 105-111.
Rosenberg, L., Czepiel, J.A. (1984). A Marketing Approach to Customer Retention. Journal of Consumer Marketing, Vol.1, 45–51.
Rowley, J. (2005). The four Cs of customer loyalty. Marketing Intelligence & Planning, Vol. 23 No. 6: 574-581.
Smith, A. and Bolton, R. (1998). An experimental investigation of customer reactions to service failure. Journal of Service Research, Vol. 1 No. 1: 65-81.
Sousa, R. and Voss, C.A.(2009). The effects of service failures and recovery on customer loyalty in e-services: An empirical investigation. International Journal of Operations & Production Management, Vol. 29 Issue 8: 834–864, DOI: http://dx.doi.org/10.1108/01443570910977715
Zeithaml, V.A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, Vol. 28 No. 1: 67-85.
ฉัตยาพร เสมอใจ. (2552). ผลกระทบของการพลิกฟื้นปัญหาการบริการต่อความภักดีของลูกค้า. Proceeding, การประชุมวิชาการมหาวิทยาลัยกรุงเทพ. 3-16.
Andreassen, T. (2001). From disgust to delight. Journal of Service Research, Vol. 4 No. 1: 39-49.
Ball, D., Coelho, P.S. and Vilares, M.J. (2006). Service personalization and loyalty. Journal of Services Marketing, Vol. 20 No. 6: 391-403.
Bloemer,J.,Brijs,T.,Swinnen,G.andVanhoof,K.(2002).Identifyinglatentlydis-satisfiedcustomersandmeasuresfordissatisfactionmanagement.TheInternationalJournalofBankMarketing, Vol.20No.1:27-37.
Chauduri, A. and Holbrook, M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, Vol. 65 No. 2: 8193.
Colgate, Mark., Tong, Vicky Thuy-Uyen., Lee, Christina Kwai-Choi., & Farley, John U. (2007). Back From the Brink -Why Customers Stay. Journal of Service Research, Vol. 9 No. 3: 211-228.
Day, G.S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, Vol. 9 No. 3: 29-35.
Dignam, C. (1996). Being smart is not the only redeeming feature. Marketing Direct, September: 51–56.
Duncan, E. and Elliott, G. (2004). Efficiency, customer service and financial performance among Australian financial institutions. The International Journal of Bank Marketing, Vol. 22 No. 5: 319-342.
Hays, J. and Hill, V. (1999). The market share impact of service failures. Production and Operation Management, Vol. 8 No. 3: 208-220.
Johnston, R. (2005). Service Operations management: from the roots up. International Journal of Operations & Production Management, Vol. 25 No. 12: 1298-1308.
Magnini, Vincent P., Ford, John B., Markowski, Edward P., Honeycutt, Earl D. Jr. (2007). The service recovery paradox: justifiable theory or smoldering myth?. Journal of Services Marketing, Vol. 21 No. 3: 213-225.
Matos, CA., Henrique, JL. and Rossi, C. Alberto Vargas. (2007). Service Recovery Maxham, James G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, Vol. 54, Issue 1 (October): 11-24.
Michel,Stefan & Meuter, Matthew L. (2008). The service recovery paradox: true but overrated?.International Journal of Service Industry Management, Vol. 19 Issue 4: 441–457, DOI: http://dx.doi.org/10.1108/09564230810891897
O'Brien, L. and Jones, C. (1995). Do rewards really create loyalty?.Harvard Business Review, Vol. 73 (May/June): 75-82.
Reichheld, F.F. and Sasser, W.E. Jr. (1990). Zero defections: quality comes to services.Harvard Business Review. (September-October): 105-111.
Rosenberg, L., Czepiel, J.A. (1984). A Marketing Approach to Customer Retention. Journal of Consumer Marketing, Vol.1, 45–51.
Rowley, J. (2005). The four Cs of customer loyalty. Marketing Intelligence & Planning, Vol. 23 No. 6: 574-581.
Smith, A. and Bolton, R. (1998). An experimental investigation of customer reactions to service failure. Journal of Service Research, Vol. 1 No. 1: 65-81.
Sousa, R. and Voss, C.A.(2009). The effects of service failures and recovery on customer loyalty in e-services: An empirical investigation. International Journal of Operations & Production Management, Vol. 29 Issue 8: 834–864, DOI: http://dx.doi.org/10.1108/01443570910977715
Zeithaml, V.A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, Vol. 28 No. 1: 67-85.