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¿ES POSIBLE AUMENTAR LA SATISFACCIÓN DEL CLIENTE DESPUÉS DE UNA QUEJA?: LA PARADOJA DE RECUPERACIÓN DEL SERVICIO EN EL COMERCIO MINORISTA
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Los estudios sobre el cumplimiento de la Paradoja de Recuperación del Servicio son escasos y a veces contradictorios. Nuestro objetivo es verificar si se cumple dicha paradoja en el comercio minorista y analizar cómo varía según las características sociodemográficas del cliente y de su experiencia de compra. A través de una muestra de consumidores satisfechos con la solución de su queja, concluimos que no se cumple en este contexto y que la diferencia entre la satisfacción antes y después del problema está relacionada con dichas características.
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Fayos Gardó, T., Moliner Velázquez, B., & Ruiz Molina, M. E. (1). ¿ES POSIBLE AUMENTAR LA SATISFACCIÓN DEL CLIENTE DESPUÉS DE UNA QUEJA?: LA PARADOJA DE RECUPERACIÓN DEL SERVICIO EN EL COMERCIO MINORISTA. UCJC Business and Society Review (formerly Known As Universia Business Review), (46). Recuperado a partir de https://journals.ucjc.edu/ubr/article/view/1314
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Balaji, M.S., Sarkar, A. (2013). “Does successful recovery mitigate failure severity?: A study of the behavioral outcomes in Indian context”. International Journal of Emerging Markets, 8(1), 65-81.
Bhandari, M., Tsarenko, Y., Polonsky, M. (2007). “A proposed multi-dimensional approach to evaluating service recovery”. Journal of Services Marketing, 21, 174-185.
Cambra-Fierro, J., Berbel-Pineda, J.M., Ruiz-Benítez, R., Vázquez-Carrasco, R. (2011). “Does the Customers’ Educational Level Moderate Service Recovery Processes?”. International Journal of Business and Social Science, 2(21), 59-71
Cambra-Fierro, J., Berbel-Pineda, J.M., Ruiz-Benítez, R., Vázquez-Carrasco, R. (2013). “Analysis of the moderating role of the gender variable in service recovery processes”. Journal of Retailing and Consumer Services, 20(4), 408-418
De Matos, C.A., Henrique, J.L., Vargas Rossi, C.A. (2007). “Service Recovery Paradox: A Meta-Analysis”. Journal of Service Research, 10(1), 60-77.
Del Rio-Lanza, A.B., Vázquez-Casielles, R., Díaz-Martín, A.M. (2009). “Satisfaction with service recovery: perceived justice and emotional responses”. Journal of Business Research, 62(8), 775-81.
Farrell, A.M. (2010). “Insufficient discriminant validity: a comment on Bove, Pervan, Beatty and Shiu (2009)”, Journal of Business Research, 63(3), 324-27.
Fornell, C., Larcker, D.F. (1981). “Evaluating structural equation models with unobservable variables and measurement error”. Journal of Marketing Research, XVIII(Febrero), 39-50.
Garg, A. (2013). “Service Recovery Paradox in Indian Banking Industry: An Empirical Investigation”. The South East Asian Journal of Management, 7(2), 23-38
Goodwin, C., Ross, I. (1992). “Customer responses to service failures: Influence of procedural and interactional fairness perceptions”. Journal of Business Research, 25(2), 149-163.
Harris, K.E., Grewal, D., Mohr, L.A., Bernhardt, K.L. (2006). “Consumer responses to service recovery strategies: The moderating role of online versus offline environment”. Journal of Business Research, 59, 425-431.
Karande, K., Magnini, V.P., Tam, L. (2007). “Recovery Voice and Satisfaction after Service Failure. An Experimental Investigation of Mediating and Moderating Factors”. Journal of Service Research, 10(2), 187-203
Kunz, W.H., Hogreve, J. (2011). “Toward a deeper understanding of service marketing: The past, the present, and the future”. International Journal of Research in Marketing, 28, 231-247.
Magnini, V.P., Ford, J.B., Markowski, E.P., Honeycutt, E.D. (2007). “The Service Recovery Paradox: justifiable theory or smoldering myth?”. Journal of Services Marketing, 21(3), 213-225.
Mattila, A.S. (1999). “An examination of factors affecting service recovering in a restaurant setting”. Journal of Hospitality & Tourism Research, 23(3), 284-298.
Mattila, A.S., Patterson, P.G. (2004). “The impact of culture on consumers’ perceptions of service recovery efforts”. Journal of Retailing, 80(3), 196-206.
Maxham III, J.G.I., Netemeyer, R.G. (2002). “Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent”. Journal of Retailing, 78(4), 239-52.
McCollough, M.A., Bharadwaj, S.G. (1992). “The Recovery Paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution based theories”. En C.T. Allen et al. (ed.), Marketing Theory and Applications (pp. 119). Chicago: American Marketing Association,.
Michel, S., Meuter, M.L. (2008). “The Service Recovery Paradox: true but overrated?”. International Journal of Service Industry Management, 19(4), 441-457
Michel, S., Bowen, D., Johnston, R. (2009). “Why service recovery fails tensions among customer, employee and process perspectives”. Journal of Service Management, 20(3), 253-273.
Ok, C., Back, K.J., Shanklin, C. (2007). “Mixed findings on the service recovery paradox”. The Services Industries Journal, 27(6), 671-686.
Peterson, R.A., Wilson, W.R. (1992). “Measuring customer satisfaction: fact and artifact”. Journal of the Academy of Marketing Science, 20(1), 61-71.
Piaralal, N.K., Piaralal, S.K., Bhatti, M.A. (2014). “Antecedent and Outcomes of Satisfaction with Service Recovery: A Study among Mobile Phone Users in Central Region of Malaysia”. Asian Social Science, 10(12), 210.
Priluck, R., Lala, V. (2009). “The impact of the recovery paradox on retailer-customer relationships”. Managing Service Quality, 19(1), 42-59.
Rigby, D.K., Reichheld, F.F., Schefter, P. (2002). “Avoid the four perils of CRM”. Harvard Business Review, 80(2), 101-9.
Roschk, H., Müller, J., Gelbrich, K. (2013). “Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts”. Journal of Retailing and Consumer Services, 20, 154-164.
Santos Vijande, M.L., Díaz-Martín, A.M., Suárez-Álvarez, L., del Río-Lanza, A.B. (2013). “An integrated service recovery system (ISRS): Influence on knowledge-intensive business services performance”. European Journal of Marketing, 47(5/6), 934-963.
Smith, A.K., Bolton, R.N., Wagner, J. (1999). “A model of customer satisfaction with service encounters involving failure and recovery”. Journal of Marketing Research, 36(3), 356-372.
Varela, C., Vázquez, R., Iglesias, V. (2009). “Comportamiento de abandono de la relación de un cliente con la empresa en un contexto de fallo y recuperación del servicio”. Cuadernos de Economía y Dirección de la Empresa, 40, 143-170.
Verhoef, P. (2003). “Understanding the effect of customer relationship management efforts on customers retention and customer share development”. Journal of Marketing, 67, 30-45.
Zhao, B. (2011). “Service recovery paradox effect: Comparisons in two service industries” 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce, AIMSEC 2011, Proceedings number 6010927, p. 2390-2394
Bhandari, M., Tsarenko, Y., Polonsky, M. (2007). “A proposed multi-dimensional approach to evaluating service recovery”. Journal of Services Marketing, 21, 174-185.
Cambra-Fierro, J., Berbel-Pineda, J.M., Ruiz-Benítez, R., Vázquez-Carrasco, R. (2011). “Does the Customers’ Educational Level Moderate Service Recovery Processes?”. International Journal of Business and Social Science, 2(21), 59-71
Cambra-Fierro, J., Berbel-Pineda, J.M., Ruiz-Benítez, R., Vázquez-Carrasco, R. (2013). “Analysis of the moderating role of the gender variable in service recovery processes”. Journal of Retailing and Consumer Services, 20(4), 408-418
De Matos, C.A., Henrique, J.L., Vargas Rossi, C.A. (2007). “Service Recovery Paradox: A Meta-Analysis”. Journal of Service Research, 10(1), 60-77.
Del Rio-Lanza, A.B., Vázquez-Casielles, R., Díaz-Martín, A.M. (2009). “Satisfaction with service recovery: perceived justice and emotional responses”. Journal of Business Research, 62(8), 775-81.
Farrell, A.M. (2010). “Insufficient discriminant validity: a comment on Bove, Pervan, Beatty and Shiu (2009)”, Journal of Business Research, 63(3), 324-27.
Fornell, C., Larcker, D.F. (1981). “Evaluating structural equation models with unobservable variables and measurement error”. Journal of Marketing Research, XVIII(Febrero), 39-50.
Garg, A. (2013). “Service Recovery Paradox in Indian Banking Industry: An Empirical Investigation”. The South East Asian Journal of Management, 7(2), 23-38
Goodwin, C., Ross, I. (1992). “Customer responses to service failures: Influence of procedural and interactional fairness perceptions”. Journal of Business Research, 25(2), 149-163.
Harris, K.E., Grewal, D., Mohr, L.A., Bernhardt, K.L. (2006). “Consumer responses to service recovery strategies: The moderating role of online versus offline environment”. Journal of Business Research, 59, 425-431.
Karande, K., Magnini, V.P., Tam, L. (2007). “Recovery Voice and Satisfaction after Service Failure. An Experimental Investigation of Mediating and Moderating Factors”. Journal of Service Research, 10(2), 187-203
Kunz, W.H., Hogreve, J. (2011). “Toward a deeper understanding of service marketing: The past, the present, and the future”. International Journal of Research in Marketing, 28, 231-247.
Magnini, V.P., Ford, J.B., Markowski, E.P., Honeycutt, E.D. (2007). “The Service Recovery Paradox: justifiable theory or smoldering myth?”. Journal of Services Marketing, 21(3), 213-225.
Mattila, A.S. (1999). “An examination of factors affecting service recovering in a restaurant setting”. Journal of Hospitality & Tourism Research, 23(3), 284-298.
Mattila, A.S., Patterson, P.G. (2004). “The impact of culture on consumers’ perceptions of service recovery efforts”. Journal of Retailing, 80(3), 196-206.
Maxham III, J.G.I., Netemeyer, R.G. (2002). “Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent”. Journal of Retailing, 78(4), 239-52.
McCollough, M.A., Bharadwaj, S.G. (1992). “The Recovery Paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution based theories”. En C.T. Allen et al. (ed.), Marketing Theory and Applications (pp. 119). Chicago: American Marketing Association,.
Michel, S., Meuter, M.L. (2008). “The Service Recovery Paradox: true but overrated?”. International Journal of Service Industry Management, 19(4), 441-457
Michel, S., Bowen, D., Johnston, R. (2009). “Why service recovery fails tensions among customer, employee and process perspectives”. Journal of Service Management, 20(3), 253-273.
Ok, C., Back, K.J., Shanklin, C. (2007). “Mixed findings on the service recovery paradox”. The Services Industries Journal, 27(6), 671-686.
Peterson, R.A., Wilson, W.R. (1992). “Measuring customer satisfaction: fact and artifact”. Journal of the Academy of Marketing Science, 20(1), 61-71.
Piaralal, N.K., Piaralal, S.K., Bhatti, M.A. (2014). “Antecedent and Outcomes of Satisfaction with Service Recovery: A Study among Mobile Phone Users in Central Region of Malaysia”. Asian Social Science, 10(12), 210.
Priluck, R., Lala, V. (2009). “The impact of the recovery paradox on retailer-customer relationships”. Managing Service Quality, 19(1), 42-59.
Rigby, D.K., Reichheld, F.F., Schefter, P. (2002). “Avoid the four perils of CRM”. Harvard Business Review, 80(2), 101-9.
Roschk, H., Müller, J., Gelbrich, K. (2013). “Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts”. Journal of Retailing and Consumer Services, 20, 154-164.
Santos Vijande, M.L., Díaz-Martín, A.M., Suárez-Álvarez, L., del Río-Lanza, A.B. (2013). “An integrated service recovery system (ISRS): Influence on knowledge-intensive business services performance”. European Journal of Marketing, 47(5/6), 934-963.
Smith, A.K., Bolton, R.N., Wagner, J. (1999). “A model of customer satisfaction with service encounters involving failure and recovery”. Journal of Marketing Research, 36(3), 356-372.
Varela, C., Vázquez, R., Iglesias, V. (2009). “Comportamiento de abandono de la relación de un cliente con la empresa en un contexto de fallo y recuperación del servicio”. Cuadernos de Economía y Dirección de la Empresa, 40, 143-170.
Verhoef, P. (2003). “Understanding the effect of customer relationship management efforts on customers retention and customer share development”. Journal of Marketing, 67, 30-45.
Zhao, B. (2011). “Service recovery paradox effect: Comparisons in two service industries” 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce, AIMSEC 2011, Proceedings number 6010927, p. 2390-2394