Volume : II, Issue : IX, October - 2012 Influence of Culture on Service Recovery Expectations![](ArticleImage/No_Image.jpg) Swati Sharma Published By : Laxmi Book Publication Abstract : The positive effects of service recovery and customer satisfaction are well
documented in literature.(Spreng, Harrell, and Mackoy 1995, Hess 2003, McCole,
Patrick,2004, Maxham III 2001; Swanson and Kelley 2001).However researchers argue
that a satisfactory recovery varies according to a range of relational factors like
consumers' relational recovery expectations(Anderson and Sullivan 1993).The question
remains as to why one or more recovery initiatives (e.g., apology, empathy,
compensation, replacement, process control, timeliness, assurance of no recurrence) are
indispensable in one situation but pointless in another. Keywords : Article : Cite This Article : Swati Sharma, (2012). Influence of Culture on Service Recovery Expectations. Indian Streams Research Journal, Vol. II, Issue. IX, http://oldisrj.lbp.world/UploadedData/1426.pdf References : - Atila Yuksel , Ugur K. Kilinc, Fisun Yuksel , “Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours” Tourism Management vol.27, pp.11–24 2006
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