Discrimination in Services: How Service Recovery Efforts Change with Customer Accent
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Business Ethics"
DOI: 10.1007/s10551-021-04877-2
Abstract: Discrimination represents an important moral problem in the field of business ethics, and is often directed against minority groups. While most of the extant literature studies discrimination against employees, this paper studies discrimination against minority… read more here.
Keywords: business ethics; accent; service recovery; service ... See more keywords
The effects of relationship length on customer profitability after a service recovery
Sign Up to like & getrecommendations! Published in 2019 at "Marketing Letters"
DOI: 10.1007/s11002-019-09505-8
Abstract: Relationship length and its implications for service recovery have rarely been quantified in terms of cross-buying and customer profitability. Based on a sample of 935 customers in the retail banking sector, the current research provides… read more here.
Keywords: customer profitability; recovery; relationship length; service recovery ... See more keywords
“Can you send us a PM please?” Service recovery interactions on social media from the perspective of organizational legitimacy
Sign Up to like & getrecommendations! Published in 2020 at "Discourse, Context and Media"
DOI: 10.1016/j.dcm.2020.100445
Abstract: Abstract Drawing on a discursive approach to legitimation (Erkama and Vaara, 2010; Higgins and Walker, 2012; Glozer et al., 2019), this study investigates the (de)legitimation strategies used by companies and (potential) customers in private and… read more here.
Keywords: social media; service recovery; send please; legitimacy ... See more keywords
The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP
Sign Up to like & getrecommendations! Published in 2018 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2018.03.010
Abstract: Abstract Research in service recovery has attracted significant attention in recent years, but few studies have focused on service recovery from both customer and expert perspectives simultaneously. This study aims to address this research gap… read more here.
Keywords: hospitality industry; service recovery; service; qfd ... See more keywords
Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
Sign Up to like & getrecommendations! Published in 2020 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2020.102592
Abstract: Abstract According to affective events theory (AET), organizational contexts can produce “affective events” that shape individuals’ emotional experiences, subsequently influencing those individuals’ work behaviors. This study hypothesized that every time an error occurs in an… read more here.
Keywords: anxiety; management culture; error management; management ... See more keywords
Joint effect of service recovery types and times on customer satisfaction in lodging
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Hospitality and Tourism Management"
DOI: 10.1016/j.jhtm.2019.01.005
Abstract: Abstract To determine whether hotels use the right service recovery strategy at the right time, how service recovery time affects completion of the service recovery life cycle, and customer satisfaction, this study examined types of… read more here.
Keywords: effect; service recovery; service; customer satisfaction ... See more keywords
Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
Sign Up to like & getrecommendations! Published in 2017 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2017.01.012
Abstract: Abstract As consumers become better informed and more demanding about their purchase of services, service provider's failure to satisfy all consumers during delivery of service is unavoidable. Consequently, to alleviate consumer dissatisfaction that results from… read more here.
Keywords: recovery; satisfaction; service recovery; service ... See more keywords
Do service firm employee and customer relations matter for customer forgiveness in service recovery?
Sign Up to like & getrecommendations! Published in 2019 at "Asia Pacific Journal of Marketing and Logistics"
DOI: 10.1108/apjml-09-2018-0355
Abstract: Purpose Customer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this… read more here.
Keywords: customer; customer forgiveness; service recovery; service firm ... See more keywords
How psychologically entitled shoppers respond to service recovery apologies
Sign Up to like & getrecommendations! Published in 2018 at "European Journal of Marketing"
DOI: 10.1108/ejm-02-2017-0165
Abstract: This paper aims to examine how a shopper’s level of psychological entitlement influences how consumers respond to different types of apology by a service provider.,Two experiments were performed. Study 1 tests the hypotheses that entitled… read more here.
Keywords: entitled shoppers; entitlement; apology; service recovery ... See more keywords
Employee adaptive and proactive service recovery: a configurational perspective
Sign Up to like & getrecommendations! Published in 2020 at "European Journal of Marketing"
DOI: 10.1108/ejm-02-2019-0181
Abstract: This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses… read more here.
Keywords: adaptive proactive; employee adaptive; service recovery; service ... See more keywords
Too Good to Be True? Boundary Conditions to the Use of Downward Social Comparisons in Service Recovery
Sign Up to like & getrecommendations! Published in 2018 at "Journal of Service Research"
DOI: 10.1177/1094670518793534
Abstract: Evidence shows that downward social comparisons (DSCs), messages delivered by frontline employees describing how service experiences turned out even worse for others, can reduce customers’ anger following a service failure. This study contributes to the… read more here.
Keywords: recovery; good true; service recovery; downward social ... See more keywords