Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector

Gannon, Martin; Taheri, Babak; Thompson, James; Rahimi, Roya; Okumuş, Bendegül

doi:10.1016/j.ijhm.2022.103341

Cited by 19 publications

(7 citation statements)

References 48 publications

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“…Pertiwi et al (2021) emphasized that effective Service recovery requires not only addressing the immediate issue or complaint but also restoring the customer's trust and confidence in the company. This may involve proactive measures such as offering compensation, demonstrating accountability, and taking steps to prevent similar issues from reoccurring in the future (Ampong et al 2021, Gannon et al 2022. Ultimately, according to Bagherzadeh (2020) customers' perceptions on Service recovery effectiveness play a crucial role in shaping their overall satisfaction with the transportation company and their likelihood to recommend the company to others.…”

Section: Perceptions On Service Recovery Effectivenessmentioning

confidence: 99%

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Dr. AMAWHE Peter Egwainiovo,

OLUFOLAHAN Omayeli Mary

2024

Int. j. manag. entrep. res

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Customer satisfaction and loyalty stand as pivotal determinants of organizational success in the evolving sector of transportation. This study explores the intricate relationship between Service recovery effectiveness and Net Promoter Score (NPS) within the transportation sector, focusing on selected transport companies in Niger Delta region of Nigeria. Through a mixed-methods approach and a sample size of 400 participants, the research identifies key factors influencing customer satisfaction and loyalty in Service recovery scenarios. Findings reveal a significant positive correlation between perceived Service recovery effectiveness and NPS, aligning with the Service Recovery Paradox theory, a Negative NPS score was also observed, indicating improvement on key factors highlighted by factor analysis. This study contributes valuable insights into enhancing service delivery, fostering customer loyalty, and driving organizational growth within the transportation sector. Keywords: Service recovery, Net Promoter Score (NPS), Transportation sector, Customer satisfaction, Service quality.

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Section: Perceptions On Service Recovery Effectivenessmentioning

confidence: 99%

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Dr. AMAWHE Peter Egwainiovo,

OLUFOLAHAN Omayeli Mary

2024

Int. j. manag. entrep. res

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“…Ghosh (2017) found that the promptness and effectiveness of webcare positively affect consumer forgiveness, which in turn influences consumer loyalty. A study conducted by Gannon et al (2022) within the food delivery industry in Iran showed that implementing service compensation strategies leads to increased consumer forgiveness. Furthermore, this forgiveness was observed to impact consumer trust favourably.…”

Section: Consequences Of Consumer Forgivenessmentioning

confidence: 99%

Systematic review on consumer forgiveness: Clarifying the domain and future research agenda

Özdemir

2023

bmij

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Consumer forgiveness has gained prominence in marketing literature, particularly in investigating service failure and recovery. In this vein, this study aims to systematically review the consumer forgiveness literature and provide valuable suggestions for future research endeavours based on the discovered gaps in the existing literature. The present study thoroughly examined 77 peer-reviewed journal articles on consumer forgiveness from the Scopus database. The findings are discussed under the headings of descriptive overview (year and journal) and content analysis that consists of theoretical background, methodological trends (research design, data collection method, sample size, industry, analysis techniques, measurement) and thematic issues (antecedents, consequences, mediators and moderators) subtitles. This study contributes to the body of knowledge by clarifying the literature on consumer forgiveness, identifying gaps, and making suggestions for future research. This study also contributes to the literature by proposing a comprehensive framework that aligns with the variables investigated in previous research on consumer forgiveness.

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“…Further, third-party food delivery services enhance convenience by bringing food directly to the customer with little effort by the customer. Despite the growing popularity of third-party food delivery (Perri, 2022), data suggests customers experience service failures in 24% of third-party food delivery orders, spanning from late deliveries to incomplete orders, which can result in customer frustration and anger (Gannon et al, 2022;Zion and Hollman, 2019). This introduces an interesting service failure scenario wherein it may be unclear which party, the restaurant or the third-party delivery platform, is responsible for the failure.…”

Section: Introductionmentioning

confidence: 99%

It’s all your fault! restaurant vs. platform blame attribution in food delivery service failures

Lefebvre,

Orlowski,

Boman

2024

BFJ

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PurposeWhile third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on third-party food delivery, we explore the important questions of (1) where customers place blame in the case of service failures with third-party food delivery (i.e. the platform or the restaurant) and (2) does this depend on the type of service failure? Drawing on blame attribution theory, signaling theory, and an exploratory study, we demonstrate that customers typically perceive such mishaps to be the responsibility of the restaurant rather than the delivery platform itself. We also examine the effect of visible service failure preventative actions taken by the restaurant on blame attribution and re-order intention.Design/methodology/approachWe conducted two online scenario-based studies to explore customer blame attribution in the case of third-party food delivery service failure. First, an exploratory study approach (NStudy1 = 512) was taken to provide additional support for the hypothesis development. An experiment (NStudy2 = 252) was then conducted to examine the hypothesized effects.FindingsFirst, the results of an exploratory study demonstrate that customers attribute service failures such as wrong items, missing items, cold food, or leaking containers to restaurants over third-party food delivery platforms. Second, the results of an experimental study suggest inclusion of an observable cue indicating preventative action, such as time-stamp information indicating when an order was received and packaged for delivery, increases customer re-order intention through the underlying mechanism of blame attribution.Originality/valueWe contribute to the underexplored area of third-party food delivery service failure and to our understanding of blame attribution in service failure scenarios. Further, we demonstrate a practical method to shift the blame away from restaurants for service failures that are outside of the establishment’s control.

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Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector

Cited by 19 publications

References 48 publications

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Systematic review on consumer forgiveness: Clarifying the domain and future research agenda

It’s all your fault! restaurant vs. platform blame attribution in food delivery service failures

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