INVESTIGATING CONSEQUENCES OF SERVICE RECOVERY PERFORMANCE: EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE

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Asadollahi mohammadreza

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Seminar Paper

Paper Information

Seminar: CONFERENCE ON WORLD NEW SCIENTIFIC RESEARCHES IN MANAGEMENT, ACCOUNTING, LAW AND SOCIAL SCIENCE
Year:2017 | Issue:2

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Title

INVESTIGATING CONSEQUENCES OF SERVICE RECOVERY PERFORMANCE: EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE

Author(s)

Asadollahi mohammadreza

Keywords

SERVICE RECOVERY PERFORMANCE

EMOTIONAL RESPONSE

PERCEIVED VALUE

CUSTOMER EXPERIENCE

Abstract

CREATING LONG-TERM BONDS BETWEEN A COMPANY AND ITS CUSTOMERS RESULTS IN COMPETITIVE ADVANTAGE IN COMPLICATED COMPETITIVE ENVIRONMENT OF TODAY. SO, SERVICE PROVIDERS ARE IN A CRUCIAL POSITION TO SHAPE THIS LINK AND ARE ABLE TO BOLSTER RELATIONSHIPS WITH THE CUSTOMERS THROUGH THE HIGHER PERFORMANCE OF SERVICE RECOVERY. CUSTOMERS OFTEN SHAPE THEIR OPINIONS ON SERVICE QUALITY OF THE FIRM BASED ON HOW WELL THE FRONTLINE EMPLOYEES PERFORM. THE PURPOSE OF CURRENT STUDY IS TO PROVIDE A SERVICE RECOVERY MODEL TO INVESTIGATE THREE CONSEQUENCES OF SERVICE RECOVERY INCLUDE RECOVERY IMPACT ON EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE. AFTER REVIEWING AND APPLYING THE RELATED LITERATURE ON THE RESEARCH TOPIC, A QUESTIONNAIRE DESIGNED AND DISTRIBUTED. THE STATISTICAL POPULATION OF THIS STUDY IS COMPOSED OF ALL THE CUSTOMERS OF THE TEJARAT BANK’S BRANCHES IN THE TEHRAN.THE COLLECTED DATA HAVE BEEN ANALYZED USING SPSS 22 AND SMART PLS 2 SOFTWARE. AS THE RESULT SHOWS, ALL OF THE HYPOTHESIS PROPOSED IN THIS STUDY HAVE BEEN CONFIRMED.

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APA: Copy

Asadollahi, mohammadreza. (2017). INVESTIGATING CONSEQUENCES OF SERVICE RECOVERY PERFORMANCE: EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE. CONFERENCE ON WORLD NEW SCIENTIFIC RESEARCHES IN MANAGEMENT, ACCOUNTING, LAW AND SOCIAL SCIENCE. SID. https://sid.ir/paper/948723/en

Vancouver: Copy

Asadollahi mohammadreza. INVESTIGATING CONSEQUENCES OF SERVICE RECOVERY PERFORMANCE: EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE. 2017. Available from: https://sid.ir/paper/948723/en

IEEE: Copy

mohammadreza Asadollahi, “INVESTIGATING CONSEQUENCES OF SERVICE RECOVERY PERFORMANCE: EMOTIONAL RESPONSE, PERCEIVED VALUE AND CUSTOMER EXPERIENCE,” presented at the CONFERENCE ON WORLD NEW SCIENTIFIC RESEARCHES IN MANAGEMENT, ACCOUNTING, LAW AND SOCIAL SCIENCE. 2017, [Online]. Available: https://sid.ir/paper/948723/en

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