Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance

Kim, Sang-Man; Oh, Jae-Young

doi:10.1007/s11628-012-0137-y

Cited by 38 publications

(37 citation statements)

References 45 publications

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“…However, the service-recovery research is dominated by studies that focus on the construct of perceived E u r o p e a n J o u r n a l o f M a r k e t i n g justice, which reflects how fairly the customer feels the organization has treated him or her and the effect of that perception on the customer's post-recovery satisfaction (e.g., Chebat and Slusarczyk, 2005;Del Rio-Lanza et al, 2009;Jung and Seock, 2017;Maxham and Netemeyer, 2002). While the services marketing literature largely ignores the role of employee effort, its influence is gaining attention as a central element in the link between employees' emotional responses and emotional intelligence and that link's influence on the performance of service recovery (Kim and Oh, 2012;Lee et al, 2013). Most important, employee effort can impact perceptions of justice (Liao, 2007;McQuilken et al, 2013).…”

Section: Justice In Service Recovery: a Cross-cultural Perspective Inmentioning

confidence: 99%

Investigating the role of customers’ perceptions of employee effort and justice in service recovery

Yani-de-Soriano

Hanel

Vázquez‐Carrasco

et al. 2019

European Journal of Marketing

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Purpose The purpose of this paper is, first, to identify the relationship, if any, between customers’ perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine the impact of cross-cultural differences on these relationships. Design/methodology/approach Survey data from actual customers were gathered in three countries ( n = 414) and analyzed using structural equation modeling to test the proposed hypotheses. Findings The results demonstrate the role of the constructs of perceived employee effort and perceived justice in influencing post-recovery satisfaction and loyalty across cultures. While perceived justice is valued across cultures, customers from feminine (masculine) cultures require more (less) employee effort to influence post-recovery satisfaction positively. Customers from low (high) uncertainty cultures are more (less) willing to give the provider another chance after a service recovery. Research limitations/implications The study shows that both functional and symbolic elements of service recovery are important determinants of customer satisfaction and loyalty and that their influence can be significant in a cross-cultural context. Practical implications International service managers must consider the nature of cultural differences in their markets to develop and implement tailored recovery strategies that can result in satisfied customers. Originality/value This study is the first to integrate the functional and symbolic elements of service recovery, their impact on customers’ behavioral responses and the influence of cultural variations.

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Section: Justice In Service Recovery: a Cross-cultural Perspective Inmentioning

confidence: 99%

Investigating the role of customers’ perceptions of employee effort and justice in service recovery

Yani-de-Soriano

Hanel

Vázquez‐Carrasco

et al. 2019

European Journal of Marketing

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“…One must use caution, however, when implementing these type of programs, as there has been a link between additional customer service training and burnout levels in health care workers. Workers may see it as an additional administrative burden . The positive subjective feedback seen in this program may indicate that physicians would be receptive to a training program that was directly applicable to their everyday work, especially when the benefits to their well‐being are pointed out.…”

Section: Discussionmentioning

confidence: 97%

“…A literature search on simulation programming for service recovery education was conducted to identify preexisting curricular content. The search confirmed numerous resources on service recovery in health care and patient experience programs, but no studies describing service recovery curricular programming. A targeted needs assessment was then performed.…”

Section: Methodsmentioning

confidence: 94%

Training for Failure: A Simulation Program for Emergency Medicine Residents to Improve Communication Skills in Service Recovery

Frallicciardi

Lotterman

Ledford

et al. 2018

AEM Education and Training

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Objectives: Service failures such as long waits, testing delays, and medical errors are daily occurrences in every emergency department (ED). Service recovery refers to the immediate response of an organization or individual to resolve these failures. Effective service recovery can improve the experience of both the patient and the physician. This study investigated a simulation-based program to improve service recovery skills in postgraduate year 1 emergency medicine (PGY-1 EM) residents.Methods: Eighteen PGY-1 EM residents participated in six cases that simulated common ED service failures.The patient instructors (PIs) participating in each case and two independent emergency medicine (EM) faculty observers used the modified Master Interview Rating Scale to assess the communication skills of each resident in three simulation cases before and three simulation cases after a service recovery debriefing. For each resident, the mean scores of the first three cases and those of the last three cases were termed pre-and postintervention scores, respectively. The means and standard deviations of the pre-and postintervention scores were calculated by the type of rater and compared using paired t-tests. Additionally, the mean scores of each case were summarized. In the framework of the linear mixed-effects model, the variance in scores from the PIs and faculty observers was decomposed into variance contributed by PIs/cases, the program effect on individual residents, and the unexplained variance. In reliability analyses, the intraclass correlation coefficient between rater types and the 95% confidence interval were reported before and after the intervention.Results: When rated by the PIs, the pre-and postintervention scores showed no difference (p = 0.852). In contrast, when scored by the faculty observers, the postintervention score was significantly improved compared to the preintervention score (p < 0.001). In addition, for the faculty observers, the program effect was a significant contributor to the variation in scores. Low intraclass correlation was observed between rater groups.Conclusions: This innovative simulation-based program was effective at teaching service recovery communication skills to residents as evaluated by EM faculty, but not PIs. This study supports further exploration into programs to teach and evaluate service recovery communication skills in EM residents.

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“…The results showed that among the six compensation strategies, empowerment had the top priority and atonement (blood money), explanations, communication, tangibles and feedback were at the next places of priorities. Chang et al [19] conducted their study in the hospitality industry, with the aim of explaining the relationship between compensation and the justice perceived, and examining the [20][21][22][23][24][25].…”

Section: Discussionmentioning

confidence: 99%

Analysis of Customer Expectations of Services Compensation Strategy Using Fuzzy Hierarchical Analysis Approach (AHP) (Case Study: Customers of Health Insurance Organization in Tehran - Iran)

Farzianpour¹,

Abadi²,

Ashorzadeh³

et al. 2016

Social Crimonol

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Background and objective: This study aimed to identify constitutes anthropomorphism in health insurance organization in Tehran, Iran. Service failure is inevitable and serves as an important factor in the loss of customers. Its inevitability requires that companies offering such services seek to identify the expectations and demands of the customers for the occurred failure in order for appropriate measures to be taken so as to prevent the loss of customers.

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Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance

Cited by 38 publications

References 45 publications

Investigating the role of customers’ perceptions of employee effort and justice in service recovery

Investigating the role of customers’ perceptions of employee effort and justice in service recovery

Training for Failure: A Simulation Program for Emergency Medicine Residents to Improve Communication Skills in Service Recovery

Analysis of Customer Expectations of Services Compensation Strategy Using Fuzzy Hierarchical Analysis Approach (AHP) (Case Study: Customers of Health Insurance Organization in Tehran - Iran)

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