Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

Matos, Celso Augusto de; Vieira, Valter Afonso; Veiga, Ricardo Teixeira

doi:10.1080/02642069.2011.582497

Cited by 36 publications

(27 citation statements)

References 45 publications

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“…Thus, effective service recovery leads to customer satisfaction and aids in maintaining a positive relationship with them (Fang et al, 2012). However, prior studies suggest that customers' justice perceptions are influenced by various contextual factors (Matilla, 2001;de Matos et al, 2012;Sengupta et al, 2014). Thus, an understanding of these contextual factors aids managers in delivering suitable and successful recovery strategies.…”

Section: Introductionmentioning

confidence: 96%

Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

Jha

Balaji

2015

Management &Amp; Marketing

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Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor -customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in the mobile services context. The findings reveal that customer-perceived quality affects the evaluation of justice dimensions and its outcomes. The findings reveal that while distributive justice enhances recovery satisfaction for low perceived quality services, the procedural justice resulted in greater satisfaction in high perceived quality services. Thus, by understanding the role of customer-perceived quality, service managers can deliver effective recovery strategies thereby enhancing satisfaction and loyalty.

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Section: Introductionmentioning

confidence: 96%

Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

Jha

Balaji

2015

Management &Amp; Marketing

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“…The more intense or severe the service failure, the greater the customer's perceived loss. Previous research suggests that the severity of the service failure is influential in the evaluation of a service provider after a service failure [22].…”

Section: ) Service Failure Sre and Srpmentioning

confidence: 99%

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

Lai¹,

Chou²

2015

JOEBM

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Abstract-Because service failure can't be fully avoided in the process transmission, understanding the service failure severity and their impact on customer responses and designing effective recovery strategies have been recognized as important problems by both service researchers and practitioners. There is still a lack of research on the link between service disconfirmation and the value of a customer to the firm. Also the previous research on service recovery has not incorporated important contextual factors, such as the involvement level of individual differences and the perceived severity of service failure across customers, into analytical models or empirical testing. To address the aforementioned knowledge gaps. The research we would like to focus on building a disconfirmation theory, we would like to find out the affect from the gap between of disconfirmation and expectations of service recovery and perceived performance of service recovery to customer lifetime value in children English learning material/service. The empirical result demonstrates that service failure severity can enhance service recovery expectation in customers' mind. Analysis also indicates that both service recovery expectation and service recovery performance significantly affect service recovery disconfirmation. Last, service recovery disconfirmation also influences customer lifetime value significantly.Index Terms-Involvement, service failure, children english learning material, service recovery disconfirmation, customer lifetime value.

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“…Based on past studies, severity is found to be negatively related to trust (Weun et al 2004;McQuilken 2010;Bansal & Zahedi 2015) while other studies suggest that trust erosion could be independent of severity (Wang & Huff 2007;Elangovan et al 2015). In the context of Halal products, trust is the most important attitudinal factor in determining product choice and behavior, just as post-recovery satisfaction and perceived justice are for service failure (Yim et al 2003;Hess Jr. 2008;Matos et al 2012) Bejou and Palmer (1998) found that trust decline is greater for a major failure compared to a minor failure, but the effects are non-linear with very recent and very long-term customers showing more forgiveness for the mistakes of the company. In particular, Weun et al (2004) and Bansal and Zahedi (2015) suggest that severity is negatively related to trust.…”

Section: Severity Of Violation On Halalmentioning

confidence: 99%

“…an unfavourable exchange), they will feel betrayed and engage in negative behavior directed towards the organization (Gregoire et al 2009). Empirical studies found that failure severity lead to anger and desire for revenge (Joireman et al 2013), intentions to switch (Swanson & Hsu 2009;Riaz & Khan 2016) and negative word-of-mouth (NWOM) (Wetzer et al 2007;Matos et al 2012). Therefore, when consumers perceived a more severe violation, they were more likely to affect trust recovery and anti-consumption behaviors.…”

Section: Severity Of Violation On Halalmentioning

confidence: 99%

Consumer Retaliation to Halal Violation Incidents: The Mediating Role of Trust Recovery

Omar¹,

Nazri

Alam³

et al. 2017

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In recent years, there have been several cases in which Halal certification has been rescinded by the authorized institutions due to negligence to adhere to the certify standards of Halal products. The purpose of this study is to explore the influence of severity of Halal violation on consumer anti-consumption behaviors through the mediating role of trust recovery. A survey design using cross-sectional primary data from 212 Malaysian consumers that were aware and/or had experienced the violation of a Halal certification was collected. Hypotheses related to determinants and outcomes of anti-consumption behavior were tested by means of Structural Equation Modeling (SEM). Findings show that trust recovery and anti-consumption behaviors are negatively related; the severity of Halal violation is positively related to anti-consumption behaviors. Moreover, the finding suggests that trust recovery partially mediates the relationship between severity and anti-consumption behaviors. These results establish a previously unexplored link. Implications for Halal food industry are discussed.

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Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

Cited by 36 publications

References 45 publications

Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

Consumer Retaliation to Halal Violation Incidents: The Mediating Role of Trust Recovery

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