Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers

Gohary, Ali; Hamzelu, Bahman; Alizadeh, Hamid

doi:10.1016/j.jretconser.2016.03.013

Cited by 74 publications

(72 citation statements)

References 149 publications

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“…Gohary, Hamzelu and Alizadeh [2]; Roggeveen, Tsiros and Grewal [25] Two dimensions 1. Co-creation Experiment Service Recovery 2.…”

Section: Author Dimensions Measures Methods Contextmentioning

confidence: 99%

“…Because customer participation can bring the above advantages, scholars have found that customer participation can enhance the effect on customers' cognition, including perceived justice [2,25,28,39,41], perceived match [31], perceived value [41], perceived control [42], and perceived co-creation [38]. Furthermore, positive and negative emotions [43] and affect [44] have been used to explain the role of customer participation in customers' emotions.…”

Section: Customer Participation In Service Recoverymentioning

confidence: 99%

“…Apology speech acts are an increasingly important topic in the fields of linguistics and sociolinguistics, and widespread research has been carried out in this area. Research demonstrates that apologies are capable of acting as effective tools in managing interpersonal conflict [49][50][51]; they are also an effective strategy that can be adopted by companies in public relations crisis aversion [52] and service recovery [2,15,45].…”

Section: Apology Speech Actsmentioning

confidence: 99%

“…The ubiquity of the Internet and social media has enabled customers to engage more with companies and other customers online and has made it easier for customers to complain about service failures [1]. Thus, understanding how firms should best recover customers in online contexts has become an important topic for both researchers and practitioners [2][3][4].…”

Section: Introductionmentioning

confidence: 99%

“…Past studies in online recovery indicated that the recovery strategies in offline recovery, such as tangible recovery strategies (e.g., compensation, discounts) [5,6] and intangible recovery strategies (e.g., apologies, empathy, politeness) [4], are likely to be highly applicable in online recovery [2,7]. However, customer participation, which is an important and novel offline recovery strategy to enhance customers' perceived justice and post-recovery satisfaction, has largely been overlooked in the online recovery context [2].…”

Section: Introductionmentioning

confidence: 99%

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The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective

shao

2018

Future Internet

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With the high popularity of the Internet, online trading has gradually replaced the traditional shopping model and extended to every corner of social life. However, online trading cannot avoid failures; thus, understanding how firms can best recover customers in online contexts to keep customer loyalty is very important. This study investigates the mechanisms by which customer participation types (physical, mental, and emotional) promote customers’ perceived justice and post-recovery satisfaction from a mental accounting perspective. Furthermore, the moderating effects of two modes of online apology speech acts (direct and indirect) on customer participation and perceived justice are investigated. A total of 1083 Chinese tourists who have purchased a Wi-Fi rental service in the past year were contacted according to the database provided by two travel agencies, and 329 stated having experienced an online recovery service and participated in the survey; 297 valid questionnaires were collected. Among them, 48.82% were males and 51.18% females. Most of the respondents were aged 20–35 years. By carrying out data analysis by partial least squares structural equation modeling (PLS-SEM) using SmartPLS, the results show that, first, only mental and physical participation can enhance perceived justice, while emotional participation does not influence perceived justice. Second, the positive influence of mental participation on perceived justice is most significant. Third, only when the service staff adopts the indirect mode to express an online apology, mental and physical participation can enhance perceived justice.

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“…Gohary, Hamzelu and Alizadeh [2]; Roggeveen, Tsiros and Grewal [25] Two dimensions 1. Co-creation Experiment Service Recovery 2.…”

Section: Author Dimensions Measures Methods Contextmentioning

confidence: 99%

Section: Customer Participation In Service Recoverymentioning

confidence: 99%

Section: Apology Speech Actsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective

shao

2018

Future Internet

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Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mir

Ashraf

Syed

et al. 2023

Psychology and Marketing

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With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions.

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The Effect of Service Recovery Justices Strategies on Online Customer Engagement Via the Role of “Customer Satisfaction” During the Covid-19 Pandemic: An Empirical Study

Al-Dmour

AlShaar

Al-Dmour

et al. 2021

Studies in Systems, Decision and Control

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Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers

Cited by 74 publications

References 149 publications

The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective

The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective

Mapping the service recovery research landscape: A bibliometric‐based systematic review

The Effect of Service Recovery Justices Strategies on Online Customer Engagement Via the Role of “Customer Satisfaction” During the Covid-19 Pandemic: An Empirical Study

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