Recovery Satisfaction Construct and Construct-Related: Assessment Measurement from Item Response Theory
Keywords:
Item Response Theory, recovery satisfaction
Abstract
Researchers have explored the antecedents and consequences of recovery satisfaction by creating, improving or using scales. However, scales should be invariant among contexts and cultures. Using item response theory, a methodological approach that helps measure items, we evaluated some constructs related to it. Results, limitations and future research are discussed.Downloads
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References
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Battisti, F. De, Nicolini, G., & Salini, S. (2005). The Rasch Model to Measure Service Quality. Journal of Services Marketing, 3(3), 58–80.
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Mittal, V., & Kamakura, W. A. (2001). Satisfaction , Repurchase Intent , and Repurchase Behavior : Investigating the Moderating Effect of Customer
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Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(July), 20–38.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418–430.
Pick, D., & Eisend, M. (2013). Buyers’ perceived switching costs and switching: a meta-analytic assessment of their antecedents. Journal of the Academy of
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Ruyter, K. de, & Wetzels, M. (2000). Customer equity considerations in service recovery: a cross-industry perspective. International Journal of Service Industry
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Service Research, 11(1), 91–103.
Schoefer, K., & Diamantopoulos, A. (2009). A Typology of Consumers’ Emotional Response Styles during Service Recovery Encounters. British Journal of
Management, 20(3), 292–308.
Schoefer, K., & Ennew, C. (2005). The impact of perceived justice on consumers’ emotional responses to service complaint experiences. Journal of Services
Marketing, 19(5), 261–270.
Singh, J., Howell, R. D., & Rhoads, G. K. (1990). Adaptive designs for likert-type data: an approach for implementing marketing surveys. Journal of Marketing
Research, 27(3), 304–321.
Smith, A., & Bolton, R. N. (1998). An experimental investigation of consumer reactions to service failure and recovery encounters: paradox or peril? Journal of Service
Research, 1(1), 65–81.
Steenkamp, J. B. E. M., & Baumgartner, H. (1998). Assessing Measurement Invariance in Cross-National Consumer Research. Journal of Consumer Research,
25(June), 78–90.
Tarazona, E. G. (2013). Modelos alternativos de respuesta graduada con aplicaciones en la calidad de servicios. Pontificia Universidad Católica del Perú. Access at:
http://perustat.com/blog/aplicaciones-de-la-teoria-de-respuesta-al-item-en-lamedicion-de-la-satisfaccion-de-clientes/
Wong, N., Rindfleisch, A., & Burroughs, J. E. (2003). Do Reverse-Worded Items Confound Measures in Cross-Cultural Consumer Research? The Case of the
Material Values Scale. Journal of Consumer Research, 30, 72-91.
Xia, L., & Kukar-Kinney, M. (2013). Examining the Penalty Resolution Process: Building Loyalty Through Gratitude and Fairness. Journal of Service Research,
16(4), 518–532.
Zhou, T. (2013). An empirical examination of the determinants of mobile purchase. Personal and Ubiquitous Computing, 17(1), 187–195.
Battisti, F. De, Nicolini, G., & Salini, S. (2005). The Rasch Model to Measure Service Quality. Journal of Services Marketing, 3(3), 58–80.
Bazán, J. L., Mazzon, J. A., & Hernani-Merino, M. (2011). Classificação de Modelos de resposta ao item Policotômicos com aplicação ao Marketing. Revista Brasileira
de Estatística, 72(235), 7–39.
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers don’t Come Back, They Get Back: The Experience and Behavioral Implications of Anger and
Dissatisfaction in Services. Journal of the Academy of Marketing Science, 31(4), 377–393.
Churchill Jr., G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491–504.
De Jong, M. G., & Steenkamp, J.-B. E. M. (2010). Finite Mixture Multilevel Multidimensional Ordinal IRT Models. Psychometrika, 75(1), 3–32.
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions.
Journal of Service Research, 10(3), 269–281.
Elliott, R., & Yannopoulou, N. (2007). The nature of trust in brands: a psychosocial model. European Journal of Marketing, 41(9/10), 988–998.
Embretson, S. E., & Reise, S. P. (2009). Item Response Theory for Psychologist. New Jersey: Psychology Press.
Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services.
Omega, 32(6), 407–424.
Hafsteinsson, L. G., Donova, J. J., & Breland, B. T. (2007). An item response theory examination of two popular goal orientation measures. Educational and
Psychological Measurement, 67, 719–739.
Holloway, B. B., Wang, S., & Parish, J. T. (2005). The role of cumulative online purchasing experience in service recovery management. Journal of Interactive
Marketing, 19(3), 54–66.
Isabella, G., & Mazzon, J. A. (2014). It is not fair to pay more! A study of the perception of justice and price fairness of justice and price fairness in hedonic
and utilitarian purchases. In T. Brown & V. Swaminathan (Eds.), AMA Winter 215. San Antonio, TX.
Isabella, G., Mazzon, J. A., & Dimoka, A. (2013). Consumer Behavior and Neurophysiology Tools: A Perspective in Latin America. In CLAV - 6o Congresso Latino-Americano no Varejo: Varejo e Desenvolvimento em Mercados Emergentes.
Jones, M. a, Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259–274.
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2), 71–82.
Kuo, Y.-F., & Wu, C.-M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and
emotions. International Journal of Information Management, 32(2), 127–138.
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile
value-added services. Computers in Human Behavior, 25(4), 887–896.
Lang, M. C. B. (2001). Switching barriers in consumer markets: an investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332–347.
McCollough, M. a., Berry, L. L., & Yadav, M. S. (2000). An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service
Research, 3(2), 121–137.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction , Repurchase Intent , and Repurchase Behavior : Investigating the Moderating Effect of Customer
Characteristics. Journal of Marketing Research, XXXVIII(February), 131–142.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(July), 20–38.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418–430.
Pick, D., & Eisend, M. (2013). Buyers’ perceived switching costs and switching: a meta-analytic assessment of their antecedents. Journal of the Academy of
Marketing Science, 42(2), 186–204.
Ruyter, K. de, & Wetzels, M. (2000). Customer equity considerations in service recovery: a cross-industry perspective. International Journal of Service Industry
Management.
Samejima, F. (1969). Estimation of latent ability using a response pattern of graded scores. Psychometrica Monograph, 17, 1–100.
Schoefer, K., & Diamantopoulos, a. (2008). The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses. Journal of
Service Research, 11(1), 91–103.
Schoefer, K., & Diamantopoulos, A. (2009). A Typology of Consumers’ Emotional Response Styles during Service Recovery Encounters. British Journal of
Management, 20(3), 292–308.
Schoefer, K., & Ennew, C. (2005). The impact of perceived justice on consumers’ emotional responses to service complaint experiences. Journal of Services
Marketing, 19(5), 261–270.
Singh, J., Howell, R. D., & Rhoads, G. K. (1990). Adaptive designs for likert-type data: an approach for implementing marketing surveys. Journal of Marketing
Research, 27(3), 304–321.
Smith, A., & Bolton, R. N. (1998). An experimental investigation of consumer reactions to service failure and recovery encounters: paradox or peril? Journal of Service
Research, 1(1), 65–81.
Steenkamp, J. B. E. M., & Baumgartner, H. (1998). Assessing Measurement Invariance in Cross-National Consumer Research. Journal of Consumer Research,
25(June), 78–90.
Tarazona, E. G. (2013). Modelos alternativos de respuesta graduada con aplicaciones en la calidad de servicios. Pontificia Universidad Católica del Perú. Access at:
http://perustat.com/blog/aplicaciones-de-la-teoria-de-respuesta-al-item-en-lamedicion-de-la-satisfaccion-de-clientes/
Wong, N., Rindfleisch, A., & Burroughs, J. E. (2003). Do Reverse-Worded Items Confound Measures in Cross-Cultural Consumer Research? The Case of the
Material Values Scale. Journal of Consumer Research, 30, 72-91.
Xia, L., & Kukar-Kinney, M. (2013). Examining the Penalty Resolution Process: Building Loyalty Through Gratitude and Fairness. Journal of Service Research,
16(4), 518–532.
Zhou, T. (2013). An empirical examination of the determinants of mobile purchase. Personal and Ubiquitous Computing, 17(1), 187–195.
Published
2020-01-12
How to Cite
Hernani-Merino, M. N., Isabella, G., Tarazona Vargas, E. G., & Mazzon, J. A. (2020). Recovery Satisfaction Construct and Construct-Related: Assessment Measurement from Item Response Theory. Journal of Business, Universidad Del Pacífico (Lima, Peru), 11(1), 2-13. https://doi.org/https://doi.org/10.21678/jb.2019.1137
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