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Does Corporate Image Really Matter in Service Recovery Context?

Does Corporate Image Really Matter in Service Recovery Context?

Rania Mostafa
Copyright: © 2017 |Volume: 8 |Issue: 1 |Pages: 14
ISSN: 1947-9247|EISSN: 1947-9255|EISBN13: 9781522513575|DOI: 10.4018/IJCRMM.2017010101
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MLA

Mostafa, Rania. "Does Corporate Image Really Matter in Service Recovery Context?." IJCRMM vol.8, no.1 2017: pp.1-14. http://doi.org/10.4018/IJCRMM.2017010101

APA

Mostafa, R. (2017). Does Corporate Image Really Matter in Service Recovery Context?. International Journal of Customer Relationship Marketing and Management (IJCRMM), 8(1), 1-14. http://doi.org/10.4018/IJCRMM.2017010101

Chicago

Mostafa, Rania. "Does Corporate Image Really Matter in Service Recovery Context?," International Journal of Customer Relationship Marketing and Management (IJCRMM) 8, no.1: 1-14. http://doi.org/10.4018/IJCRMM.2017010101

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Abstract

The purpose of this study is to examine the moderating role of corporate image to the relationship between service recovery strategies and post-recovery satisfaction. Data were collected, using a questionnaire from 182 complaining customers in the mobile service sector. Hierarchical regression analyses demonstrated the moderating role of corporate image between service recovery strategies and post recovery satisfaction. Findings based on disconfirmation paradigm theory revealed that corporate image moderates the effect of apology, problem solving, and speed response on service recovery satisfaction. However, corporate image was not found to have a moderating effect on the courtesy - recovery satisfaction link. Academic and managerial implications, as well as, future research directions are provided.

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