Does successful recovery mitigate failure severity? A study of the behavioral outcomes in Indian context

M. S. Balaji, Aditi Sarkar

Research output: Journal PublicationArticlepeer-review

31 Citations (Scopus)

Abstract

The aim of this study is to examine the role of level of failure severity and recovery efforts in customer response behavior. Specifically, the paper investigates how severity of failure influence the relationship between recovery efforts and outcome variables of recovery disconfirmation, satisfaction, loyalty and negative word-of-mouth. A 2×2 between subjects experimental design was carried out. Written scenarios were used to manipulate the level of severity and recovery efforts. Responses were collected from 103 participants on pre-validated scale measures. The results of the study yield significant findings of impact of failure severity and recovery effort on dependent variables in the Indian context. The findings indicate significant interaction effects on satisfaction, loyalty and negative word-of-mouth. Prior studies on failure and recovery have mostly kept failure constant even though the magnitude of failure can range from low to high. This study examines the effect of level of failure severity and recovery efforts in customer response behavior. Further, this study extends prior research in recovery by investigating the variables of interest in the eastern cultural context such as India.

Original languageEnglish
Pages (from-to)65-81
Number of pages17
JournalInternational Journal of Emerging Markets
Volume8
Issue number1
DOIs
Publication statusPublished - 18 Jan 2013
Externally publishedYes

Keywords

  • Customer satisfaction
  • India
  • Loyalty
  • Negative word-of-mouth
  • Product failure
  • Recovery disconfirmation
  • Recovery efforts

ASJC Scopus subject areas

  • Business and International Management
  • Business, Management and Accounting (all)

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