期刊名称：CROMA Journal : Contemporary Research on Organization Management and Administration
印刷版ISSN：2335-7959
出版年度：2015
卷号：3
期号：1
页码：85-96
出版社：Academic Association of Management and Administration
摘要：Purpose – Service failures are almost inevitable in service transaction because of the nature of service, assuch service recovery strategies are meant to be designed in order to avoid or recover service failure. Customercomplaint partly because of the need be treated fairly and partly in the long run to ensure that serviceperformance improves. This paper attempts to find the effects of service failure recovery strategies on customersatisfaction in the Nigerian Telecom industry. Nigerian Telecom industry is chosen because of the prevalenceincidence of service failure experienced by the consumer and because of the large number of consumers that areinvolved. Design/Methodology – This paper adopts a cumulative view of satisfaction which is influenced byprior satisfaction and post-recovery satisfaction. The study was conducted with 500 subscribers of mobilephones in a public higher institution. Hierarchical regression was used to test the hypotheses.Findings – It was discovered that justice dimensions are mediators of prior satisfaction and post-recoverysatisfaction for both satisfaction relating to service recovery and the organization. In developing long-termrelationship with Telecom customers it is important therefore for Telecom organizations to create complaintplatforms for the consumers as well as building on the justice dimensions.Research limitations/implications – The study has been able to extend our knowledge of how servicefailure can be recovered within the African business environment. It provides an empirical based to understandservice failure and possible recovery strategy in a fast growing service environmentOriginality/Value – The current study is an original study within the Nigerian business environment. Theeffect of service recovery strategies on Nigeria Telecom industry as far as it can be determined has not beenextensively researched and more importantly, consumer satisfaction has static view in literature. This is relatedto all the justice dimensions
关键词：service failure; service recovery; customer satisfaction; justice dimensions
