The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure

Lii, Yuan-Shuh; Chien, Charles S.; Pant, Anurag; Lee, Monle

doi:10.1111/jasp.12077

Cited by 26 publications

(21 citation statements)

References 116 publications

(164 reference statements)

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“…To be more specific, the staffs' smile service influences customer satisfaction by affecting the evaluation of service quality. High-rating service predicts how content customers feel about the service, and online customer service with an e-smile can improve customer satisfaction by improving customer service quality [49]. In light of the above studies, this study proposes hypothesis as below:…”

Section: Research Model and Hypothesismentioning

confidence: 98%

“…Though Darley [48] points it out that factors influencing customers' satisfaction in off-line condition does not suit online context, Huang and Yen's [29] study demonstrates that the use of emoticons in online interaction could help service workers to convey personal feelings to customers and to increase the intensity of text message expression, consequently making individualized service possible. Moreover, studies completed by Lii and Chien [49] indicate that online service workers have to be more engaged than their off-line counterparts. In terms of existent literature, this study proposes hypothesis as below:…”

Section: Research Model and Hypothesismentioning

confidence: 99%

See 1 more Smart Citation

Study of e-smile service influence on customers’ satisfaction in social business context

Wang

Ling

et al. 2018

J Supercomput

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This study investigates factors that affect customer satisfaction and the degree that service with an e-smile, service quality and customer mood affect consumer satisfaction. Data from 366 valid samples were obtained using an online survey. The research model is assessed using partial least squares analysis. The results show that customer satisfaction is predicted collectively by e-smile service, service quality and customer mood. Customer satisfaction with online service is predicted primarily by service quality, followed by customer mood and service with an e-smile. The results suggest that service with an e-smile provides considerable explanatory power for service quality and customer mood.

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Section: Research Model and Hypothesismentioning

confidence: 98%

Section: Research Model and Hypothesismentioning

confidence: 99%

Study of e-smile service influence on customers’ satisfaction in social business context

Wang

Ling

et al. 2018

J Supercomput

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show abstract

“…Emotional responses can be described in terms of whether the expression of the apology contains the speaker's sincerity, genuineness, remorse, regret or guilt, and it is always performed non-verbally, such as through facial expressions, signs of fear, and stance [53]. However, in the online recovery context, remote communication makes it difficult to show the emotional response of the apology non-verbally [7], and the asymmetric relationship between the customer service demand and supply also causes the customer to question the emotional response of the service staff's apology [15]. Thus, which form of expression can better show the emotional response to the customer is an important issue in online recovery.…”

Section: Apology Speech Actsmentioning

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%

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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“…One important aspect of this involves understanding how customers represent, that is construe, information about a service and considering how information can be aligned with this construal. In recognition of this, research in marketing and management has examined the importance of psychological distance in different settings (see Dhar and Kim, 2007 for a review) including designing service guarantees (Jin and He, 2012) and responding to service failure (Lii, Chien, Pant and Lee, 2013).…”

Section: The Importance Of Psychological Distance In Service Contextsmentioning

confidence: 99%

The role of psychological distance in value creation

Holmqvist

Guest

Grönroos

2015

Management Decision

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Purpose -The field of service research has devoted considerable attention to the customer's role as value creator, but there is a lack of research on understanding customers' psychological processes in value creation. This paper highlights the importance of psychological distance in value-creation processes. Psychological distance is the customer's perceived distance from service interactions in terms of spatial distance, temporal distance social distance and hypothetical distance. Critically, psychological distance influences cognitive processes and can influence how customers think and feel about the service interaction. An appreciation of psychological distance within service contexts can help managers to tailor the interaction in order to facilitate value creation.Methodology/approach -In this conceptual paper, we build on psychology research and service research to develop seven propositions that explore how psychological distance can operate within service interactions and how this might influence value creation.Findings -We divide the propositions into three sections. The first concerns how perceived psychological distance from the service interaction can act as a barrier to entering a service interaction. In particular, we consider the influence of social distance and spatial distance within the context of service interactions. The second section examines how psychological distance to the expected point of service use can influence how customers construe the service and the value creation. The third aspect addresses customer-specific characteristics that can impact on value creation by influencing perceived psychological distance toward the service.Research implications -Existing research suggests that customers ultimately decide if value is created in the interaction. This paper proposes that perceived psychological distance influences customers' value creation by examining the service interaction from the customer perspective. We suggest that complex context-specific features of the service interaction can be understood by considering psychological distance from the service interaction and from the service itself and evaluating how this impacts on value-creation processes.Practical implications -From a practical point of view, the paper helps managers to better understand how to manage the service interaction with customers by identifying psychological antecedents of customer value creation.Originality/value -The paper introduces the notion of psychological distance into service research about value, proposing that the customer's role in creating value in interactions with the service provider is influenced by the psychological distance to the interaction and to the service offered in this interaction.

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The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure

Cited by 26 publications

References 116 publications

Study of e-smile service influence on customers’ satisfaction in social business context

Study of e-smile service influence on customers’ satisfaction in social business context

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

The role of psychological distance in value creation

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