The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures

Research output: Contribution to journalArticlepeer-review

145 Scopus citations

Abstract

This article examines the impact of relationship type (true service relationship, pseudorelationship, and service encounter) on customers’ behavioral intentions in a context of service failures. Overall, the results from the two scenario-based experiments indicate that building a true service relationship with the customer might be a critical factor in ensuring customer loyalty with a failed recovery attempt. Moreover, the findings suggest that bonding the customer to the company might reduce customer resistance to premium prices.

Original languageEnglish (US)
Pages (from-to)91-101
Number of pages11
JournalJournal of Service Research
Volume4
Issue number2
DOIs
StatePublished - Nov 2001

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Sociology and Political Science
  • Organizational Behavior and Human Resource Management

Fingerprint Dive into the research topics of 'The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures'. Together they form a unique fingerprint.

Cite this