Examining antecedents of reconciliation following service failure and recovery
Article
Article Title | Examining antecedents of reconciliation following service failure and recovery |
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ERA Journal ID | 19840 |
Article Category | Article |
Authors | Radu, Alexandru, Surachartkumtonkun, Jiraporn, Weaven, Scott and Thaichon, Park |
Journal Title | Journal of Strategic Marketing |
Journal Citation | 28 (5), pp. 417-433 |
Number of Pages | 17 |
Year | 03 Jul 2020 |
Publisher | Taylor & Francis |
Place of Publication | United Kingdom |
ISSN | 0965-254X |
1466-4488 | |
Digital Object Identifier (DOI) | https://doi.org/10.1080/0965254X.2018.1518920 |
Web Address (URL) | https://www.tandfonline.com/doi/full/10.1080/0965254X.2018.1518920 |
Abstract | This article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice. This study utilizes a 2 (low vs. high distributive justice) × 2 (low vs. high interactional justice) × 2 (low vs. high likability of customer service agent) scenario design in a retail environment in which a customer returns a pair of prematurely worn out shoes. Findings suggest that dispositional forgiveness, likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice are positively related to reconciliation following service failure and recovery. Results reveal the critical role of service personnel characteristic of service workers who handle the recovery process. |
Keywords | Customer satisfaction with service recovery; service failure and recovery; interactional justice; distributive justice; likability |
ANZSRC Field of Research 2020 | 350605. Marketing management (incl. strategy and customer relations) |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
https://research.usq.edu.au/item/xx0x1/examining-antecedents-of-reconciliation-following-service-failure-and-recovery
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