Service recovery paradox: a meta-analysis
A meta-analysis led by Celso Augusto de Matos of the service recovery paradox. The cumulative effect was significant and positive on satisfaction, but nonsignificant on repurchase intentions, word of mouth and corporate image. Study design, the type of participant and the service category influenced the effect on satisfaction.
A meta-analysis led by Celso Augusto de Matos of the service recovery paradox. The cumulative effect was significant and positive on satisfaction, but nonsignificant on repurchase intentions, word of mouth and corporate image. Study design, the type of participant and the service category influenced the effect on satisfaction.
Written from the abstract read 2026-10-11.
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Reproduced as it was written when this source was checked, figures and all.
doi:10.1177/1094670507303012. Abstract read: significant positive effect on satisfaction; nonsignificant on repurchase intentions, word of mouth and corporate image; design, subject and service category moderated the satisfaction effect.