The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework

The aim of every organization is to deliver the utmost service to the customers. However, in certain circumstances, it is impossible to provide service with zero defect. Even the best organizations in the word are unable to escape from service failure. In recent years, practitioners and researchers...

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Main Authors: Abd. Rashid, Muhammad Hafiz, Sh. Ahmad, Fauziah
Format: Article
Published: International Journal of Innovation, Management and Technology 2014
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Online Access:http://eprints.utm.my/id/eprint/60011/
http://dx.doi.org/10.7763/IJIMT.2014.V5.548
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Institution: Universiti Teknologi Malaysia
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spelling my.utm.600112022-04-26T02:15:50Z http://eprints.utm.my/id/eprint/60011/ The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework Abd. Rashid, Muhammad Hafiz Sh. Ahmad, Fauziah HD Industries. Land use. Labor The aim of every organization is to deliver the utmost service to the customers. However, in certain circumstances, it is impossible to provide service with zero defect. Even the best organizations in the word are unable to escape from service failure. In recent years, practitioners and researchers are interested to explore the best measures to recover from service failure. Numerous studies have been established to investigate the effect of service recovery on customer satisfaction. Justice theory is one of the well-known theoretical foundation that has been referred in service recovery studies. By means of the same theory which is represented by distributive justice, procedural justice and interactional justice as well as their relationships with recovery satisfaction, this study proposes further investigation on how these exogenous factors promote or influence brand evangelism. Brand evangelism represents an extension to word of mouth communication. This exploration is believed to be the first incorporating brand evangelism in service recovery context. The anticipated managerial implications and recommendations for future research are also discussed in this conceptual paper. International Journal of Innovation, Management and Technology 2014-10 Article PeerReviewed Abd. Rashid, Muhammad Hafiz and Sh. Ahmad, Fauziah (2014) The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework. International Journal of Innovation, Management and Technology, 5 (5). pp. 401-405. ISSN 2010-0248 http://dx.doi.org/10.7763/IJIMT.2014.V5.548 DOI:10.7763/IJIMT.2014.V5.548
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Abd. Rashid, Muhammad Hafiz
Sh. Ahmad, Fauziah
The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
description The aim of every organization is to deliver the utmost service to the customers. However, in certain circumstances, it is impossible to provide service with zero defect. Even the best organizations in the word are unable to escape from service failure. In recent years, practitioners and researchers are interested to explore the best measures to recover from service failure. Numerous studies have been established to investigate the effect of service recovery on customer satisfaction. Justice theory is one of the well-known theoretical foundation that has been referred in service recovery studies. By means of the same theory which is represented by distributive justice, procedural justice and interactional justice as well as their relationships with recovery satisfaction, this study proposes further investigation on how these exogenous factors promote or influence brand evangelism. Brand evangelism represents an extension to word of mouth communication. This exploration is believed to be the first incorporating brand evangelism in service recovery context. The anticipated managerial implications and recommendations for future research are also discussed in this conceptual paper.
format Article
author Abd. Rashid, Muhammad Hafiz
Sh. Ahmad, Fauziah
author_facet Abd. Rashid, Muhammad Hafiz
Sh. Ahmad, Fauziah
author_sort Abd. Rashid, Muhammad Hafiz
title The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
title_short The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
title_full The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
title_fullStr The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
title_full_unstemmed The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
title_sort role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework
publisher International Journal of Innovation, Management and Technology
publishDate 2014
url http://eprints.utm.my/id/eprint/60011/
http://dx.doi.org/10.7763/IJIMT.2014.V5.548
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