Concepedia

Customer Recovery

Customer Recovery is a strategic process within churn management that focuses on re-engaging and reactivating customers who have already discontinued their relationship with a firm, distinguishing itself from preventive retention strategies by targeting customers post-exit.

140

Publications

13.9K

Citations

321

Authors

215

Institutions

Publications per year

2017–2026

42

Variants

Customer ReactivationCustomer Win-back

Parents

Publications

140

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

James G. Maxham, Richard G. Netemeyer · Journal of Marketing · 2002 · 1.2K citations

, , +17

Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

James G. Maxham · Journal of Business Research · 2001 · 930 citations

, , +17

The effects of customer participation in co-created service recovery

Beibei Dong, Kenneth R. Evans, Shaoming Zou · Journal of the Academy of Marketing Science · 2007 · 755 citations

, , +13

Antecedents to Customer Expectations for Service Recovery

Scott W. Kelley, Mark A. Davis · Journal of the Academy of Marketing Science · 1994 · 669 citations

, , +14

Tracking service failures and employee recovery efforts

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky · Journal of Services Marketing · 1995 · 609 citations

, , +17

1–5 of 140

Authors

321

  1. KD
    K. Douglas Hoffman

    Colorado State University, United States

    6 publications · 991 citations

    6

    h-index

  2. SW
    Scott W. Kelley

    University of Kentucky, United States

    6 publications · 2K citations

    6

    h-index

  3. DH
    Ding Hooi Ting

    Universiti Teknologi Petronas, Malaysia

    4 publications · 113 citations

    4

    h-index

  4. MA
    Muhammad Asghar Ali

    Universiti Teknologi Petronas, Malaysia

    3 publications · 83 citations

    3

    h-index

  5. RV
    Rodolfo Vázquez‐Casielles

    Universidad de Oviedo, Spain

    3 publications · 202 citations

    3

    h-index

1–5 of 321

Institutions

215

  1. University of Kentucky

    Lexington, United States

    6 h-index

    7 publications

    2.6K citations

  2. Universiti Teknologi Petronas

    Ipoh, Malaysia

    5 h-index

    13 publications

    413 citations

  3. Colorado State University

    Fort Collins, United States

    4 h-index

    4 publications

    336 citations

  4. National Central University

    Taoyuan City, Taiwan

    3 h-index

    3 publications

    60 citations

  5. University of Warwick

    Coventry, United Kingdom

    3 h-index

    3 publications

    566 citations

  6. University of Alabama

    Tuscaloosa, United States

    3 h-index

    3 publications

    579 citations

  7. University of Johannesburg

    Johannesburg, South Africa

    3 h-index

    5 publications

    126 citations

  8. Brock University

    Saint Catharines, Canada

    3 h-index

    3 publications

    186 citations

1–8 of 215

Venues

  1. Journal of Services Marketing

    11 publications · 1.4K citations

    11

    h-index

  2. Managing Service Quality

    MSQ · 7 publications · 391 citations

    7

    h-index

  3. Journal of Business Research

    JBR · 7 publications · 1.5K citations

    7

    h-index

  4. Journal of Service Research

    JSR · 6 publications · 1K citations

    6

    h-index

  5. Journal of Retailing and Consumer Services

    5 publications · 347 citations

    5

    h-index

1–5