Money talks it? Service recovery's influence on behavior intention

Service performance variability and failures also arise from the inseparability of service production and consumption, which prevents quality inspections of most services prior to delivery. Service marketers therefore have a large stake in understanding both the consequences of failure and how to provide an effective recovery, so that they can minimize customer dissatisfaction following a failure and thus retain the customer's business. In this study, we consider mobile telecommunication industry as a target and try to find out how different levels of service recovery effects behavior intention in the specific industry. The study is designed as a typical three factor qui-experiments. The results indicate that respond speed is a better way to restore customers' behavior intention than tangible compensation (reimbursements) , while psychological remedies has negative effect to it. Managerial implications thus are presented.