Dissatisfaction With Services: The Impact Of Satisfaction With Service Recovery On Corporate Image And Future Repurchase Intention

Andreassen, Tor; Andreassen, Tor

ISBN 10: 3639251873 / ISBN 13: 9783639251876

Published by Vdm Verlag Dr. Müller, 2010

About this Item

284 pages. 8.50x5.91x0.87 inches. In Stock.

Seller Inventory # 3639251873

Bibliographic Details

• Title: Dissatisfaction With Services: The Impact Of Satisfaction With Service Recovery On Corporate Image And Future Repurchase Intention
• Publisher: Vdm Verlag Dr. Müller
• Publication Date: 2010
• Language: English
• ISBN 10: 3639251873
• ISBN 13: 9783639251876
• Binding: Paperback
• Condition: Brand New
• Weight: 0.44 kilograms

About this title

Synopsis

In stagnating, competitive markets existing customers are worth their weight in gold. Retaining existing customers rather than obtaining new customers is becoming the guiding star for an increasing audience of service companies. A common assertion within the service marketing literature is that successful service recovery may improve dissatisfied customers' repurchase intention, perception of and attitude toward the supplier. In short: they are assumed to be more loyal than ordinary customers. Dissatisfaction with Services extends our current understanding of customer relations by investigating dissatisfied complaining customers reactions to supplier initiated service recovery. It investigates this assertion by 1) discussing the customer - supplier interaction, 2) identifying important factors influencing satisfaction with service recovery and future repurchase intention and 3) analyzing the consequences of satisfaction with service recovery on corporate image and future repurchase intention. Three groups of customers are studied; dissatisfied complaining customers, dissatisfied non-complaining customers and ordinary satisfied customers.

About the Author

Tor Wallin Andreassen is Professor, Chair, Department of Marketing, and Associate Dean MSc-program in Marketing at BI Norwegian School of Management, Norway. He holds a Doctor of Economics from Stockholm University - school of business.