Date of Award

Spring 5-4-2014

Degree Type

Dissertation

Degree Name

Executive Doctorate in Business (EDB)

Department

Business

First Advisor

Ram S. Sriram

Second Advisor

Detmar W. Straub Jr.

Third Advisor

Wesley J. Johnston

Abstract

In the areas of Service Failure Recovery and Expectancy-Disconfirmation, the extant literature contains studies of predictive expectations conducted in a consumer services setting, which show how a customer believes a seller would respond during a service failure situation. However, a focus on the expectations of enterprise managers and purchasing decision-makers for how a provider should respond in such a situation has not been explored. In addition, the literature contains studies that support the influence of service criticality and failure severity on recovery satisfaction, but the mechanisms by which these variables impact recovery satisfaction has not been extensively discussed. In order to contribute to this discussion, the current study adds to the current Recovery Disconfirmation model by illustrating how service criticality and failure severity influences customers’ normative recovery expectations, which in turn affect customer disconfirmation and recovery satisfaction. This research contributes to the marketing and information technology literature by applying the expectancy disconfirmation model to managers and purchasing decision-makers in an enterprise Internet services setting. Practical implications of this research include helping information technology services providers to understand how customers establish expectations of their provider, and how to design recovery responses to optimize customer satisfaction after a service failure.

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