The Effect of Compensation on Repurchase Intentions in Service Recovery

被引：185

作者：

Grewal, Dhruv ^{[1
]}

Roggeveen, Anne L. ^{[1
]}

Tsiros, Michael ^{[2
,3
]}

机构：

[1] Babson Coll, Babson Pk, MA 02457 USA

[2] Univ Miami, Miami, FL 33133 USA

[3] ALBA Grad Business Sch, Athens, Greece

来源：

JOURNAL OF RETAILING | 2008年 / 84卷 / 04期

关键词：

Service recovery; Compensation; Attribution; Consumer behavior; Repurchase intention; Loyalty;

D O I：

10.1016/j.jretai.2008.06.002

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from different service industries indicate that compensation is necessary only when the company is responsible for the failure and the failure occurs frequently. If the failure occurs infrequently or the company is not responsible, compensation does not affect repurchase intentions. The results further demonstrate that stability and locus of responsibility attributions influence the perceived equity of the exchange, which mediates the effectiveness of compensation as a recovery effort. The authors discuss the theoretical and managerial implications. (C) 2008 New York University. Published by Elsevier Inc. All rights reserved.

引用

页码：424 / 434

页数：11

共 40 条

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