Service Business

, Volume 9, Issue 2, pp 297–320 | Cite as

Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes

  • Jesús Cambra-Fierro
  • Iguácel Melero-Polo
  • Javier Sese
Empirical article

Abstract

Service failures can have serious effects on the development of customer–firm relationships, and service recovery processes are implemented to provide a solution to the problem. Prior research has suggested that service recovery efforts lead to different responses from customers. This study offers new insights by investigating the moderating roles of customer loyalty and involvement in the service recovery process. The study focuses on the mobile phone industry and the results reveal that the relationship between perceived effort and customer satisfaction is moderated by these two central relationship characteristics.

Keywords

Service recovery Satisfaction Loyalty Involvement Mobile phone industry 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  • Jesús Cambra-Fierro
    • 1
  • Iguácel Melero-Polo
    • 2
  • Javier Sese
    • 2
  1. 1.Department of MarketingUniversity Pablo de OlavideSevilleSpain
  2. 2.Department of MarketingUniversity of ZaragozaSaragossaSpain

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