Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective

Abstract

Highlights• eWOM-triggered service recovery is examined through the novel theoretical lens of restorative justice. • An experiment is used to examine how hotels' responses to negative online reviews impact upon service recovery.• The effectiveness of hotels' responses and the optimal recovery strategies depend on the service failure severity.• Offering compensation and providing a prompt reply work best for less and more severe service failures, respectively.• Hotels' responsiveness and service recovery satisfaction affect continued use of the eWOM medium by consumers.

A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

“…Li, 2016; Merton, 2012; Merton & Merton, 1968) and offering insight into a substantive domain (Janiszewski, 2009). For instance, travel consumption is often high-involvement, high-value, and highly hedonic, emotional, and visual; as such, the topic lends itself well to online and social media discussion (Liu et al, 2019). The supply structure of travel operates such that a trip usually involves multiple service providers, some of whom are public or quasipublic entities who follow operation models distinct from for-profit businesses.…”

“…From a unidimensional perspective, the behavioral dimension has perhaps received the most attention (Van Doorn et al, 2010). Strictly behavioral conceptualizations have focused on various customer behaviors including positive and negative word of mouth (WOM; Ahmad & Sun, 2018; Choi & Kandampully, 2019; Wei, Hua, Fu, & Guchait, 2017), eWOM (Liu, Jayawardhena, Dibb, & Ranaweera, 2019), willingness to suggest (Choi & Kandampully, 2019), destination engagement intention (Zhang, Gordon, Buhalis, & Ding, 2018), and food engagement (e.g., tasting, talking, and learning; Organ, Koenig-Lewis, Palmer, & Probert, 2015). CE has also been measured using revenue-related indicators such as loyalty card swipes and discounts offered at concessions (Aluri, Price, & McIntyre, 2019).…”

“…Research suggests that when consumers have a commitment-based connection to a firm, they become engaged with that firm (Itani et al, 2019). In addition, consumers who are more satisfied with their service recovery experiences tend to exhibit CE behavior, such as providing feedback and spreading eWOM (Liu et al, 2019). Other relational drivers examined in the chosen studies include the degree of co-creation (Tu et al, 2018), level of involvement (Organ et al, 2015), self-connection with a brand (Bryce et al, 2015), and perceived cohesion and perceived intimacy (Liu et al, 2019).…”

“…Similarly, management responses on websites such as TripAdvisor and Yelp have become pervasive as firms seek to influence WOM proactively and ethically (Li et al, 2017). Related service recovery efforts also affect consumers’ eWOM engagement (Liu et al, 2019).…”

O sonho acabou?

“…Historicamente, existem outras incursões na literatura que proclamam a explicação, o monitoramento, a velocidade de resposta, a cortesia e o esforço como componentes da resolução de problemas (Liu et al, 2019;Matos, Rossi, Veiga e Vieira, 2009;Mostafa, Lages e Sääksjärvi, 2014). Ao publicar uma nota explicativa, a empresa demonstra espontaneamente que conhece o problema, assume a responsabilidade pela falha e expõe as medidas que estão sendo tomadas para a solução do caso (Abisuga, Wang e Sunindijo, 2020).…”