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

Research output: Contribution to journalArticle

137 Citations (Scopus)

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

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loyalty
customer
Recovery
Industry
Experiments
premium
Customer loyalty
Service failure
scenario
experiment
Service relationships

All Science Journal Classification (ASJC) codes

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

Cite this

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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.",
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The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures. / Mattila, Anna S.

In: Journal of Service Research, Vol. 4, No. 2, 11.2001, p. 91-101.

Research output: Contribution to journalArticle

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