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Article
Publication date: 11 April 2023

Sarabjit Kaur Sidhu, Fon Sim Ong and M.S. Balaji

This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction…

Abstract

Purpose

This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction. This research adopted justice theory and regulatory focus theory to provide further explanations on the inconsistencies in the extant literature regarding service failure and responses to service recovery.

Design/methodology/approach

This study applied a scenario-based experimental design of two (perceived justice: low vs high) by two (failure severity: low vs high) between-subjects factorial design. Data was collected from 237 mobile phone users recruited via convenience sampling. This study examined the hypothesized relations using Hayes (2018) PROCESS macro version 4.0.

Findings

Perceived justice had a higher positive effect on recovery satisfaction at a high failure severity level. The direct effect of perceived justice on behavioral intentions was significant and positive only at a high level of failure severity, whereas the indirect effect of perceived justice on consumers’ positive behavior through recovery satisfaction was more positive at a high level of failure severity.

Research limitations/implications

Justice theory and regulatory focus theory can be used to explain how a well-implemented recovery effort can offset losses that are caused by a highly severe service failure leading to satisfaction and positive responses. However, as this study was conducted within a telecommunication service context, this research needs to be replicated in other areas, including the use of other data collection methods and measurement of consumers’ regulatory focus orientation.

Practical implications

The findings of this study provide managers with valuable insights into the allocation of service providers’ resources for recovery actions according to consumers’ perceived severity levels to regain consumer satisfaction and continued positive behavioral intentions.

Originality/value

Past research on the effect of failure severity levels on recovery satisfaction and consumers’ positive behavioral intentions is scant, and those studies that examined severity levels have shown conflicting results. This study attempted to advance the research by examining the relationship between perceived justice, recovery satisfaction and behavioral intentions at low and high failure severity levels using justice theory and regulatory focus theory. None of the theories have been examined concurrently in the service failure and recovery framework.

Details

Journal of Consumer Marketing, vol. 40 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 15 April 2022

Muhammad Asghar Ali, Ding Hooi Ting, Ahmad Shahrul Nizam Isha, Muhammad Ahmad-Ur-Rehman and Shoukat Ali

The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase…

1174

Abstract

Purpose

The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ–recovery satisfaction–repurchase intentions.

Design/methodology/approach

The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan).

Findings

The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ–customer satisfaction–repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons.

Practical implications

These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons.

Originality/value

This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ–recovery satisfaction–repurchase intentions associations.

Details

Journal of Asia Business Studies, vol. 17 no. 2
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 12 September 2023

Bilal Ahmad, Jingbo Yuan, Naeem Akhtar and Muhammad Ashfaq

Drawing on justice theory, this study aims to investigate the determinants and consequences of post-recovery satisfaction in a business-to-business (B2B) sales environment. In…

Abstract

Purpose

Drawing on justice theory, this study aims to investigate the determinants and consequences of post-recovery satisfaction in a business-to-business (B2B) sales environment. In addition, customer demandingness is used as a moderator in this study to assess the relationship between distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) and post-recovery satisfaction.

Design/methodology/approach

A conceptual framework was developed by testing five hypotheses based on data collected from 337 salesperson–customer dyads.

Findings

The findings of this study reveal that DJ, PJ and IJ are positively linked with post-recovery satisfaction. In addition, post-recovery satisfaction negatively impacts customer distrust. On the contrary, customer distrust positively influences value co-creation behavior and has a negative impact on trusting intention. Finally, the customer’s level of demandingness significantly and positively moderates the linkage between the dimensions of justice perception and post-recovery satisfaction.

Originality/value

Despite extensive literature on distrust, a research model that examines customers’ distrust attitudes toward service failure and B2B recovery satisfaction needs to be developed and validated. In this regard, the authors developed a framework to measure post-recovery satisfaction and its association with customers’ distrust in B2B a context.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 13 April 2023

Yimin Zhu, Jiemin Zhang and Jifei Wu

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

1079

Abstract

Purpose

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

Design/methodology/approach

Two experiments were conducted to test the proposed hypotheses.

Findings

The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery.

Originality/value

This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.

研究目的

本研究旨在探索聊天机器人(与人类员工相比)的服务补救表现, 并帮助公司使用聊天机器人进行有效的服务补救。

研究设计/方法/途径

本研究进行了两个实验来检验提出的理论假设

调查发现

结果表明, 与人类员工的服务补救相比, 聊天机器人的服务补救导致顾客满意度和再惠顾意愿降低。 这种效应对于象征补救而非功利补救更为显著。 分配公平和互动公平在服务补救提供者和补救策略的交互作用对补救表现的影响中起到了中介作用。 使用立即补救而不是延迟补救可以减轻聊天机器人象征补救方面的不良表现。

研究原创性/价值

本研究通过将聊天机器人部署到服务补救环境中丰富了聊天机器人研究和服务补救文献。 本研究通过构建包括服务补救策略和补救时机在内的综合理论模型, 为企业如何提高聊天机器人的服务补救表现提供了实质性的见解。

Article
Publication date: 20 March 2024

Amandeep Dhir, Arun Madanaguli, Fauzia Jabeen, Dorra Yahiaoui and Roberto Quaglia

Drawing on the stimulus–organism–response framework, this study examined the environmental stimuli driving tourists' internal, or organismic, states. In addition, the authors…

Abstract

Purpose

Drawing on the stimulus–organism–response framework, this study examined the environmental stimuli driving tourists' internal, or organismic, states. In addition, the authors investigated the association of the identified organismic variables with the response variables during the COVID-19 pandemic. Specifically, the study examined how the associations between tourists' anticipation of recovery and the national government's smart governance, on one hand, and tourists' desire to travel domestically, their attitude toward domestic travel and their willingness to exhibit prosocial behaviors, on the other, further drive the satisfaction they derive from domestic travel.

Design/methodology/approach

The authors used an online questionnaire to collect self-report, single-wave data from individuals residing in India, an emerging market (N = 421).

Findings

The findings demonstrate (1) the association of anticipated recovery on the desire to travel and prosocial behavior; (2) the association of smart governance on attitude (although negative); (3) the association of desire, attitude and prosocial behavior on satisfaction; and (4) the lack of any moderation effect for perceived severity.

Originality/value

This study is the first empirical study to investigate the impact of tourists' perceptions and dispositions and the efficacy of the national government on tourists' desire to travel domestically and on their satisfaction with domestic travel. The findings can help emerging market multinationals and global brands engage better with domestic consumers in emerging markets within the context of the current pandemic. In addition, the findings can help to prepare these players to handle future disruptions caused by global health contingencies.

Details

International Marketing Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 20 January 2023

Cid Gonçalves Filho, Kip Kiefer, Marc Fetscherin, Alexander Blandina, Marcelo Nacif Rocha and Plínio Rafael Reis Monteiro

This paper aims to explore how brand relationship quality (BRQ) influences consumers’ perceived sense of justice in the context of service recovery situations.

Abstract

Purpose

This paper aims to explore how brand relationship quality (BRQ) influences consumers’ perceived sense of justice in the context of service recovery situations.

Design/methodology/approach

The authors conducted a survey of 368 Brazilian consumers who experienced real-life automotive service recovery situations. The authors tested their model and underlying hypotheses using structural equation modeling.

Findings

Stronger BRQ led to higher levels of perceived justice (distributive, procedural and interactional), which in turn led to higher customer satisfaction of complaint handling. Ultimately, higher customer satisfaction led to lower complaining, lower retaliation and higher purchase intention. The authors' alternative model tested the effects of BRQ sub-dimensions on justice perception. Interestingly, trust produced a “love-is-blind” effect, while intimacy revealed a “love-becomes-hate” effect.

Originality/value

This study assessed BRQ and its sub-dimensions (self-connection, satisfaction, commitment, trust and intimacy) on sense of justice (distributive, procedural and interactional) within service recovery. Also, this study demonstrated the opposing effects of the brand relationship sub-dimensions trust and intimacy on perceptions of justice.

Details

Journal of Consumer Marketing, vol. 40 no. 3
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 17 March 2023

Jose Marcos Carvalho de Mesquita, Hyunju Shin, Andre Torres Urdan and Marco Tulio Campos Pimenta

The intention-behavior gap that occurs when one’s actions do not align with their intentions has been the topic of interest of many researchers. However, the effects of the…

Abstract

Purpose

The intention-behavior gap that occurs when one’s actions do not align with their intentions has been the topic of interest of many researchers. However, the effects of the various constructs that influence the intention-behavior gap in service failure and recovery remain under-explored to date. To fill this gap, this study aims to examine the relationship between switching intention (i.e. intention) and customer exit (i.e. behavior) and the moderating roles of failure severity and service recovery satisfaction.

Design/methodology/approach

To test the proposed hypotheses, the authors used a longitudinal panel involving 821 customers who actually experienced a service failure and recovery in 38 fitness centers in Brazil. The data analysis is composed of logistic regression and cross-tabulation.

Findings

The results confirmed the significant role of switching intention on customer exit and the moderating effect of failure severity (but not service recovery satisfaction) in the relationship between switching intention and customer exit. Most of all, switching intention had low explanatory power for customer exit, confirming the presence of the intention-behavior gap. The authors further identified a weaker presence of the intention-behavior gap for female (vs male) customers and for those who experienced process failure (vs outcome failure).

Research limitations/implications

Although the authors confirmed the intention-behavior gap, the biggest proportion of the variance remains unexplained. Thus, it is important to explore the roles of other possible drivers, moderators and mediators.

Practical implications

As switching intention is not a strong predictor of customer exit, managers should not assume that those who appear to be on the verge of switching will immediately exit the service provider.

Originality/value

As researchers question the explanatory power of intention for actual behavior, this paper confirms that there is an intention-behavior gap in service failure and recovery. Moreover, given that most researchers have focused on the positive outcomes of service recovery efforts, such as customer loyalty and commitment, studying negative outcomes, including switching intention and customer exit, is a key contribution of this research.

Details

European Journal of Marketing, vol. 57 no. 7
Type: Research Article
ISSN: 0309-0566

Keywords

Open Access
Article
Publication date: 27 November 2023

Anupama Sukhu and Anil Bilgihan

The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore…

Abstract

Purpose

The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore the psychological motives and mediating mechanisms driving consumer behavior.

Design/methodology/approach

A scenario-based experimental design on Qualtrics was used, with a pre-test (N = 200). The main study data were collected using Amazon's Mechanical Turk platform.

Findings

Findings reveal that negative service experiences lead to higher engagement in negative WOM compared to positive and satisfactory recovery service experiences. Even well-executed recovery efforts may not completely eliminate negative WOM. The mediating role of emotional responses is substantiated, as heightened negative service experiences result in more intense negative emotional responses, leading to increased engagement in negative WOM.

Originality/value

The study emphasizes the importance of service recovery strategies and the need for businesses to consistently strive for exceptional service quality. It also highlights the complexity of customer reactions to service experiences, suggesting that further research is needed to explore the factors that minimize negative WOM across various service contexts.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 27 January 2023

Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui and Mahmoud Abdulhamid Saleh

So far, whether customers' involvement strengthens or weakens the process of service recovery has remained unclear. Filling this gap, this study aims to investigate the effect of…

Abstract

Purpose

So far, whether customers' involvement strengthens or weakens the process of service recovery has remained unclear. Filling this gap, this study aims to investigate the effect of customers' participation on customers' post-recovery outcomes in the context of the banking industry. More specifically, this study delineates how and when customer participation (CP) proves effective in creating and enhancing favourable post-recovery outcomes.

Design/methodology/approach

With the help of an online survey, this study collects responses from 314 bank customers and analyses them using SmartPLS.

Findings

The results show that customers' participation in service recovery positively affects customers' perceived utilitarian and hedonic values. Customers' perceived utilitarian and hedonic values positively influence customers' recovery satisfaction which, in turn, positively relates to their continuance intention and positive word-of-mouth (PWOM). Furthermore, customers' positive psychological capital (CPPC) positively moderates the relationship of CP in service recovery with perceived utilitarian value and hedonic value.

Originality/value

This study unveils the negative facet of co-created service recovery, which has rarely been addressed in the service recovery literature, especially in the context of the banking industry. This study demonstrates that the effectiveness of customers' participation in creating favourable post-recovery outcomes is contingent on CPPC. Moreover, this study confirms that not all customers may value customers' participation in the service recovery process.

Details

International Journal of Bank Marketing, vol. 41 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 30 November 2023

Xing’an Xu, Najuan Wen and Juan Liu

Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery…

Abstract

Purpose

Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits empirical investigation. This study aims to explore how AI empathic accuracy affects customers’ satisfaction in the context of AI service recovery.

Design/methodology/approach

A moderated mediation model was presented to describe the effect of empathic accuracy on customer satisfaction via four scenario-based experiments.

Findings

The results reveal the positive impact of AI empathic accuracy on customer satisfaction and the mediating effects of perceived agency and perceived experience. Moreover, anthropomorphism moderates the empathic accuracy effect.

Originality/value

This paper expanded AI service studies by exploring the significance of empathic accuracy in customer recovery satisfaction. The results provide a novel theoretical viewpoint on retaining customers following AI service failure.

目的

人工智能(AI)设备已越来越多地应用于旅游业和酒店业。然而, AI服务失败是不可避免的。因此, AI服务补救值得进一步实证研究。本研究探讨了AI共情准确性如何影响顾客对AI服务补救的满意度。

设计/方法/途径

通过四个基于场景的实验, 提出了一个有调节的中介模型来描述共情准确性对顾客满意度的影响。

研究结果

结果揭示了AI共情准确性对顾客满意度有积极影响, 感知能动性和感知感受性具有中介效应。此外, 拟人化调节了共情准确性的效应。

独创性

本文通过探讨共情准确性在顾客服务补救满意度中的作用, 拓展了AI服务研究。研究结果为AI服务失败后如何留住顾客提供了新的理论视角。

Propósito

Las agentes de inteligencia artificial (IA) se aplican cada vez más en el sector del turismo y la hostelería. Sin embargo, los fallos de los servicios de IA son inevitables. Por lo tanto, la recuperación de servicios de IA merece una investigación empírica. Esta investigación explora cómo la precisión empática de la IA afecta a la satisfacción de los clientes con la recuperación del servicio de IA.

Diseño/Metodología/Enfoque

Se presentó un modelo de mediación moderado para describir el efecto de la precisión empática en la satisfacción del cliente mediante cuatro experimentos basados en escenarios.

Hallazgos

Los resultados revelan el impacto positivo de la precisión empática de la IA en la satisfacción del cliente y los efectos mediadores de la agencia percibida y la experiencia percibida. Además, el antropomorfismo modera el efecto de la precisión empática.

Originalidad

Este artículo amplía los estudios sobre los servicios de IA al investigar el papel de la precisión empática en la satisfacción del cliente. Los resultados aportan un punto de vista teórico novedoso sobre la retención de clientes tras el fallo de un servicio de IA.

1 – 10 of over 2000