Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Ali, Muhammad Asghar; Ting, Ding Hooi; Ahmad-ur-Rehman, Muhammad; Abbasi, Amir Zaib; Hussain, Zahid

doi:10.1080/23311975.2021.1938352

Cited by 9 publications

(11 citation statements)

References 65 publications

(85 reference statements)

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“…This paper speculates that the future of hotels should get tied to such vital factors in which the customers intend to re-patron. The deficiency in understanding the factors affecting hotel performance and re-patronage intentions was lately highlighted (Ali et al ., 2021a, b; Soeg, 2021). Along with the contribution to the literature, this study offers vital evidence for the hotel industry and its management who are struggling to find unique services and ideas to enhance RPI.…”

Section: Discussionmentioning

confidence: 99%

“…The target population in the present research are the customers who stayed at any of the 4- and 5-star hotels in the last five years located in Pakistan. To approach the customers, both non-probability purposive and snowball sampling techniques are employed (Ali et al , 2021a, b). Due to confidentiality concerns, the hotel management did not provide the customer's contact information.…”

Section: Methodsmentioning

confidence: 99%

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Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

Badar

Waheed

2022

JHTI

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PurposeThe rapid shift in the emerging pedagogies of customer behavior has changed the business preferences in the hotel sector. This study prioritizes the hotel's main task to develop customer re-patronage intention. Keeping in line with these factors, this study investigates the impact of customer empowerment on re-patronage intentions through customer value co-creation in the hotel sector of Pakistan. Furthermore, the study examines the moderating impact of sensation-seeking on customers.Design/methodology/approachA total of 350 potential customers participated in the online survey using purposive and snowball sampling techniques. Partial least square structural equation modeling was employed using Smart PLS-3 to test the projected hypotheses.FindingsThis study reveals that empowered customers improve their behavior and involvement in value co-creation, which, in turn, increases the prospects of re-patronage intention. Moreover, sensation-seeking moderates between consumer empowerment and customer value co-creation.Research limitations/implicationsCustomer-dominant logic and sense-making theory present interesting insights where customer empowerment and value co-creation have a positively significant impact on customer re-patronage intention. Findings also elaborate on a significant mediating role of customer value co-creation activities, which is an interesting call for hotel managers to add thought-sharing ecosystems. The suggested factors add long-lasting results in terms of revenues, performance and global GDP.Practical implicationsIt provides guidance for the hotel managers through novel factors that activate the customer to augment an intention to re-patron. Moreover, it provides a direction to add sensation-seeking strategies that strengthen the effects on customer empowerment and value co-creation.Originality/valueThis study has its uniqueness in introducing an environment in hotels where customers are empowered to further actively participate in value co-creation initiatives, along with sensation-seeking acting as a stimulus among them. These factors have greatly impacted the hotel's objectives (i.e. re-patronage intention).

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Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

Badar

Waheed

2022

JHTI

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“…According to (Nuseir et al, 2021) negative WOM, which involves consumers informally sharing their negative evaluations of goods and services with others, serves as a means for disappointed customers to vent their negative emotions and find relief. Some engage in negative WOM to restore equity (Asghar Ali et al, 2021). Customer retaliation occurs when a customer believes they have been mistreated by a brand and seeks to retaliate (Eka James & Inyang, 2022).…”

Section: Difference Between Cbs and Other Related Constructsmentioning

confidence: 99%

From Loyal to Saboteur: The impact of Aggression on Consumer-Brand Relationships

Amjad,

Sarwat

2023

sbsee

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Purpose: This study examines the phenomenon of consumer brand sabotage (CBS), with a particular emphasis on exploring the relationships between aggressive personality traits and intentions to engage in CBS. This study specifically investigates that how hostility, rage, physical aggression, verbal aggression, and customer brand sabotage intentions are interrelated. The study's objective is to provide details on the motivations and actions of those who deliberately take action to harm a brand by eroding consumer associations. Design/Methodology/Approach: Data for the study comprises a sample of 178 Pakistani university students using survey questionnaires. In order to assess aggressive personality traits, the (Buss and Perry, 2002) aggression scale was used, as well as a scale developed by (Kähr, 2016) and colleagues to gauge customer brand sabotage intentions. In addition, we considered control variables like age, gender, and education. Findings: There is a direct link between hostility and customer brand sabotage intentions. Anger and customer brand sabotage intentions were found to have a similar positive and significant relationship. Contrary to expectations, however, verbal or physical aggression was not significantly correlated with customer brand sabotage intentions. Implications/Originality/Value: This study makes recommendations for brand managers and marketers that emphasize the importance of understanding and preventing consumer brand sabotage. Furthermore, the paper argues that avoiding CBS might not be immediately compatible with techniques for handling verbal and physical aggression, necessitating the development of novel approaches.

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“…There is a possibility that a customer is satisfied with its service recovery efforts but does not wish to return because there is a better alternative available to them. In previous studies, satisfaction with service recovery and perceived justice with service recovery was used as mediators (Asghar Ali et al, 2021). Hence, it is critical to comprehend the significance of customer recovery satisfaction…”

Section: Mediating Role Of Service Recoverymentioning

confidence: 99%

Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context

Mazhar

Nadeem

Abbasi

et al. 2022

BMS

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A service failure in online shopping exacerbates customers’ behaviour towards a brand/webstore. However, service recovery is deemed an instrumental factor to atone for the customer loss after a service failure. To examine this, the current study aims to analyse the relationship between service failure and its downstream effect on the future customer behavioural intentions (i.e., customers’ switching and repurchase. Moreover, this study incorporates the mediating role of service recovery between service failure and customers’ future intentions. The survey technique was employed to achieve objectives by collecting data from 364 Malaysian customers who purchased from any webstore in the last six months. Data was analysed through SPSS 24.0 and SEM-PLS 3.3.3. The results of the study revealed that service recovery has a positive impact on repurchase intention and switching intention. Furthermore, it is observed that due to cultural influences, the effect of service recovery on repurchase intention is less significant as compared to switching intention, which shows that in a specific culture, service recovery is less important than social loss. The practical implications of the study are two-fold. Firstly, the service provider should consider customers' expectations regarding service recovery. Secondly, service providers should not be limited to financial compensation only; instead, they should include non-financial compensation to retain customers from a specific culture.

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Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Cited by 9 publications

References 65 publications

Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

From Loyal to Saboteur: The impact of Aggression on Consumer-Brand Relationships

Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context

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