Relationship outcomes following a service failure: the role of agent likability

Abstract

PurposeThis study aims to examine the effects of likeability of service agents on perceived justice and reconciliation and retaliation as consequences of service failures, taking into consideration the conflict resolution styles that is showing empathy and issuing an apology.Design/methodology/approachAn online survey was administered to 630 residents in the United States. The participants were US residents, had experienced a service failure in the prior six months and had complained either in person or by phone call.FindingsIt was found that likeability had a positive effect on both reconciliation and retaliation. Given the likeability of the service agent, interactional justice mitigated retaliation, whereas distributive justice enhanced reconciliation. Furthermore, when a service agent displays a high level of empathy and apology, the positive effect of likeability on distributive justice is intensified.Originality/valueThis study extends the current knowledge concerning the effects of likeability in service recovery by offering a comprehensive framework and practical implications for managers to restore business relationships following a service failure.

Enhancing customer engagement through source appearance and self-influencer congruence in mobile advertising

“…VC was operationalized through five items, adapted from Buil et al (2013aBuil et al ( , 2013b, Raji et al (2019) and Bronner and Neijens (2006). In addition, similarity, likability and familiarity were measured through five items adapted from Chang (2011), Reysen (2005), Radu et al (2023) and Wotruba et al (2001). Based on the source attractiveness theory, these items accounted for the SA in the mobile advertisement context (Samarasinghe, 2018).…”

The effect of robot anthropomorphism on revisit intentions after service failure: a moderated serial mediation model

“…Service failures can be financially costly or psychologically threatening to consumers on the one hand and negatively impact the brand on the other. Consumers feel disappointed and dissatisfied when faced with service failure and are likely to further complain, terminate the brand relationship or choose another brand (Radu et al ., 2022; Tsarenko et al ., 2019), and dissatisfaction with the brand can significantly reduce consumers' willingness to revisit (Akhtar et al ., 2020; Wolter et al ., 2019). Our current understanding of how people respond to service failures caused by service robots is limited, especially with respect to the downstream impact on the brand to which the service provider belongs.…”