The differential treatment of women during service recovery: How perceived social power affects consumers’ postfailure compensation

Cummings, Krista Hill; Seitchik, Allison E.

doi:10.1016/j.bushor.2020.06.002

Cited by 6 publications

References 31 publications

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How Fair is the Handling of the Claimant Customer? A Comparison Between the e-mail and Telephone Channels

Tahali

Yildiz

2022

Brand, Label, and Product Intelligence

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Context: Our study re-examines, in a comparative way, the impact of the reactivity on the satisfaction of the claiming customer from two channels: the email and the telephone.Method: Based on the foundations of the theory of justice, we analyze which of the two channels generates better responsiveness, better justice and ultimately greater satisfaction of the claimant customers. A logistic equation was constructed from 653 customer responses following the processing of their claim, which integrated the impact of responsiveness on the three levels of justice theory (procedural, distributive and interactional).Results: The results of this study underline a greater reactivity and a better satisfaction within the framework of the email channel compared to the telephone channel. The level of procedural fairness was found to be the most important for customers claiming via this channel Conclusion: This study underlines, on the one hand, the importance of the reactivity of the email channel compared to the telephone in the management of complaints. On the other hand, it shows the impact of a smooth and clear process to satisfy the complaining customer and increase his perceived justice.

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How Fair is the Handling of the Claimant Customer? A Comparison Between the e-mail and Telephone Channels

Tahali

Yildiz

2022

Brand, Label, and Product Intelligence

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Will Great Power Come with Great Responsibility Only? A Dual Model of Consumer Power and Negative WOM on Social Media Review Platforms

Chen

Huang

Yang

et al. 2023

Journal of Promotion Management

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Consumer discrimination in service recovery situations

Rohden

Pizzutti

2023

MIP

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PurposeDiscrimination in the marketplace has recently received increasing attention in marketing discussions, especially related to service encounters. This research explores the effect of receiving lower (vs higher) financial compensation than someone perceived to be from an upper social class (vs lower) on consumer reactions after a service recovery situation.Design/methodology/approachTwo experimental studies with two different populations.FindingsIndividuals who receive less compensation than someone from a higher socioeconomic status tend to attribute differential treatment to discrimination. Both individuals who received less and who received higher compensation are willing to engage in negative word of mouth, however, only consumers who were discriminated against want to take revenge on the company.Originality/valuePrevious literature indicates that consumers' reactions after service problems are mediated by justice perceptions. This research offers a new perspective of social comparison in service recovery situations by considering the role of discrimination perceptions.

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The differential treatment of women during service recovery: How perceived social power affects consumers’ postfailure compensation

Cited by 6 publications

References 31 publications

How Fair is the Handling of the Claimant Customer? A Comparison Between the e-mail and Telephone Channels

How Fair is the Handling of the Claimant Customer? A Comparison Between the e-mail and Telephone Channels

Will Great Power Come with Great Responsibility Only? A Dual Model of Consumer Power and Negative WOM on Social Media Review Platforms

Consumer discrimination in service recovery situations

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