“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

Abstract

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

The moderating role of complaint handling on brand hate in the cancel culture

“…It is basically the accumulated efforts that the company and its existing employees carry out to amend, restore and rectify the loss faced by the consumers due to inadequate service performance. Service recovery takes place when service failure occurs from the service provider and fails to fulfil the customer's expectations (Agnihotri et al, 2021b). In such cases, service providers/companies implement strategies to recover customer loss and failure of the service that occurred due to them.…”

How Servqual and Visitor Satisfaction Affect Loyalty and Positive Wom Within the Indonesian Hotel Sector?

“…Other than service quality, satisfaction had also been studied and considered as the other variable which could also significantly affect customer loyalty toward the companies, regardless of which industry that these companies are conducting their business at (Kamboj et al, 2021;Agnihotri et al, 2021). Satisfaction itself refers to consumers' judgement on whether or not the overall performance of a company had conformed or match all of the expectations that consumers had toward the company itself (Shanujas & Ramanan, 2021).…”

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“…The end result of the consumer's behavior, both positive and negative, is also determined by the organism aspect in the form of the personal emotional level, which is determined by gender and personal experience. This emotional level is the individual's control, which is influenced by the belief of a consequence of a certain action, the influence of the people nearby, and the perception of the ability that said individual possesses to perform a behavior (Ajzen 1991;, which is visiting intention (Agnihotri et al 2021;Walther and Langer 2011).…”

“…An employee's independence and motivation based on their knowledge will give positive support in responding to problems that occur during the operational activities within the service recovery period. Agnihotri, et al (2021) stated that a positive behavior by the employee increases trust in the minds of the customer so as to increase customer joy in continuing to visit.…”