TY - JOUR AU - Robbins, Tina AU - Miller, Janis PY - 2004/10/15 Y2 - 2024/03/28 TI - Considering Customer Loyalty In Developing Service Recovery Strategies JF - Journal of Business Strategies JA - J Bus Strategies VL - 21 IS - 2 SE - Research Articles DO - 10.54155/jbs.21.2.95-110 UR - https://jbs-ojs-shsu.tdl.org/jbs/article/view/167 SP - 95-110 AB - <p>Customer loyalty has been an often suggested and supported consequence<br>of effective service recovery management. We predicted that customer loyalty<br>would also play an antecedent role in the recovery process by interacting with<br>perceived unfairness in influencing subsequent reactions. We found that perceptions<br>of both distributive and procedural fairness in recovery management had<br>more significant influences on reactions by loyal customers. Furthermore, the<br>eflectiveness of service recovery had the strongest influence on loyal customers.<br>Implications for service recovery strategies are discussed.</p> ER -