MANAGING EXPECTATIONS: A FOCUS ON EFFECTIVE SERVICE RECOVERY MECHANISMS

Akins T. Ogungbure

Troy University

ABSTRACT

Given the importance of superior customer service and the competitive nature of the

Internet-based service encounters, this study examines how service providers manage service

recovery and the type of mechanisms that are provided to the customers. The study explores some

of the importance of the service recovery mechanisms as they relate to customers’ expectations,

satisfaction, and intention to remain with the service providers. Finally, the implications for

managers are presented and discussed.