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

Ariana Nefat
Dragan Benazić
Dražen Alerić

Fulltext: english, pdf (4 MB) pages 1051-1066 downloads: 397* cite
APA 6th Edition
Nefat, A., Benazić, D. & Alerić, D. (2012). ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS. Economic research - Ekonomska istraživanja, 25 (4), 1051-1066. Retrieved from https://hrcak.srce.hr/97039
MLA 8th Edition
Nefat, Ariana, et al. "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS." Economic research - Ekonomska istraživanja, vol. 25, no. 4, 2012, pp. 1051-1066. https://hrcak.srce.hr/97039. Accessed 28 Oct. 2021.
Chicago 17th Edition
Nefat, Ariana, Dragan Benazić and Dražen Alerić. "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS." Economic research - Ekonomska istraživanja 25, no. 4 (2012): 1051-1066. https://hrcak.srce.hr/97039
Harvard
Nefat, A., Benazić, D., and Alerić, D. (2012). 'ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS', Economic research - Ekonomska istraživanja, 25(4), pp. 1051-1066. Available at: https://hrcak.srce.hr/97039 (Accessed 28 October 2021)
Vancouver
Nefat A, Benazić D, Alerić D. ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS. Economic research - Ekonomska istraživanja [Internet]. 2012 [cited 2021 October 28];25(4):1051-1066. Available from: https://hrcak.srce.hr/97039
IEEE
A. Nefat, D. Benazić and D. Alerić, "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS", Economic research - Ekonomska istraživanja, vol.25, no. 4, pp. 1051-1066, 2012. [Online]. Available: https://hrcak.srce.hr/97039. [Accessed: 28 October 2021]

Abstracts
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.

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

Hrčak ID: 97039

URI
https://hrcak.srce.hr/97039

[croatian]

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