期刊
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
卷 15, 期 2, 页码 150-166出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/09564230410532484
关键词
customer service management; consumer behaviour; customer satisfaction
类别
This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post-recovery satisfaction and behavioral responses (repatronage intent and negative word-of-mouth) in a service failure context that does not involve monetary costs to the consumer. Our results indicate that recovery outcomes (e.g. compensation), procedures (e.g. speed of recovery) and interactional treatment (e.g. apology) have a joint effect on Post-recovery satisfaction. Specifically, our findings suggest that compensation may not enhance satisfaction when the recovery process is wed-executed (an immediate response combined with an apology). Similarly, compensation Jaded to lessen dissatisfaction with a poor recovery process (a delayed response without apology). It thus seems that compensation is a poor substitute for a good recovery process. However, offering compensation was effective in increasing satisfaction in mixed-bag recovery situations (delayed recovery with an apology, or immediate recovery without apology). Furthermore, we found that service recovery satisfaction acted as a full mediator between service recovery attributes (compensation, recovery speed and apology) and behavioral intentions (repurchase intent and negative WOM). Finally, our findings suggest that consumer attributions for stability and controllability for the failure vary across recovery efforts. Managerial implications for these findings are discussed.
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