Doctor of Philosophy (PhD)



Document Type



This dissertation examines the effects of firm-initiated service recovery actions on customer behavioral intentions. Developed over three chapters, the main objective of this research is to gain a better understanding of the mechanisms that explain the effects of company-initiated service recovery actions on repatronage intentions, and how these effects differ based on attribution. To date, most research in the service failure and recovery domain focuses on failures caused by firms. However, customer-caused service failures are common and are likely to become more prevalent due to the growth of self-service technologies and the e-commerce servicescape. Chapter 1 provides an in-depth literature review and conceptual framework, identifies research questions, and develops propositions pertaining to the phenomenon of interest. Chapters 2 and 3 employ ANOVA and structural equation modeling to empirically test the conceptual framework. Findings from this research suggest that service failure attribution and recovery actions affect customer behavioral intentions. Repatronage intentions were higher following customer-caused failures (compared to firm-caused failures), and after receiving a refund, smile, or apology. Additionally, to differing degrees, these effects were found to be mediated by customer evaluations, affective reactions, and relationship assessments.



Committee Chair

Niedrich, Ronald W.



Available for download on Thursday, April 05, 2029

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