engleski

ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS

The paper studies the effect of service recovery on the customer’s satisfaction as well as the outcomes of service recovery satisfaction, along with the moderating role of the image and perceived switching costs as exemplified by mobile telecommunications in Croatia. Using the concept of justice, the research shows that distributive, procedural and interaction justice lead to service recovery satisfaction, which consequently affects overall satisfaction and communication by word of mouth ; these then strongly influence the customer’s intention to return as a customer. The role of service recovery satisfaction seen as a variable of mediator has been confirmed, but not the image and switching costs as moderators.

service recovery satisfaction; justice theory; overall satisfaction; word of mouth; repurchase intention

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