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Antecedents to Customer Expectations for Service Recovery
Scott W. Kelley
University of Kentucky
Mark A. Davis
University of Kentucky
Selected antecedents of customers' service recovery expectations are considered in this study. A conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery expectations.
Journal of the Academy of Marketing Science, Vol. 22, No. 1,
52-61 (1994)
DOI: 10.1177/0092070394221005
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