The Joint Effects of Service Failure Mode, Recovery Effort, and Gender on Customers' Post‐recovery Satisfaction

Mattila, Anna S.; Cho, Wonae; Ro, Hee Jung

doi:10.1080/10548400902862002

Cited by 39 publications

(34 citation statements)

References 33 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Moreover, employees should receive guidance on how and when to apologize. Although research consistently shows that an apology has a positive main effect on justice perceptions (Liao 2007;Smith, Bolton, and Wagner 1999) and satisfaction (Mattila, Cho, and Ro 2009;Wirtz and Mattila 2004), it may actually be harmful in some situations. For instance, a complainant who expects compensation, but does not receive any, might infer that the employee is making fun of him.…”

Section: Implications For Managersmentioning

confidence: 99%

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Gelbrich

Roschk

2010

Journal of Service Research

351

375

View full text Add to dashboard Cite

Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures) → justice perceptions (distributive, interactional, and procedural justice) → post-complaint satisfaction (transaction-specific and cumulative satisfaction) → customer behavioral intentions (loyalty and positive word of mouth [WOM]).’’ The results confirm this model as well as the mediating role of justice perceptions and post-complaint satisfaction. Surprisingly, the results also show that the common contention of distributive justice as the salient driver of service recovery is only true for transaction-specific satisfaction, which in turn reinforces positive WOM. Cumulative satisfaction, however, which is the primary antecedent of customer loyalty, even slightly more depends on interactional justice than on distributive justice. Further, the results show that the relationships between justice perceptions and satisfaction constructs depend on several moderators such as target group, industry, and complaint type. A major managerial implication is the fact that organizations should pay particular attention to distributive justice when complainants are students and to interactional justice when failure is nonmonetary or occurs in service industries. The authors discuss theoretical implications and provide suggestions for future research.

show abstract

Section: Implications For Managersmentioning

confidence: 99%

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Gelbrich

Roschk

2010

Journal of Service Research

351

375

View full text Add to dashboard Cite

show abstract

“…Yet, the environment in which tourism and hospitality firms are operating in is constantly evolving. Thus, there is currently an increased focus on gaining insights into the impact of technology-related service failures/recoveries (e.g., Black & Kelley, 2009;Mattila, Cho & Ro, 2009) and service recovery strategies directed at a culturally diverse customer base (e.g., Becker, 2000;Lee, Khan & Ko, 2008;Lee & Sparks, 2007;Mattila, 2000). Common to all research on service failure/recovery in the tourism and hospitality field, indeed any service setting, thus far is that it has been limited to investigating the effects of service failure/recovery on customer evaluations in situations in which one organization was the sole service provider.…”

Section: Introductionmentioning

confidence: 99%

Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity

Weber

Sparks

2010

Journal of Travel & Tourism Marketing

View full text Add to dashboard Cite

There has been a dramatic increase in the past decade in the number of strategic alliances and business networks. Yet, despite these trends in the business environment, the individual firm-customer dyad has remained the contextual focus of most services marketing research (Gittell, 2002). Using a scenario study, this research investigates the effects of service failures in a strategic airline alliance setting, with a particular focus on locus of service failure and strength of social identification, on three alliance entities-a consumer's home carrier, the alliance partner airline, and the alliance. Study findings suggest that consumers' evaluations are more stable (less extreme) when the home carrier causes the service failure. In contrast, when a lesser known entity (partner airline) causes the service failure, consumers are more willing to rate that entity harshly. Furthermore, compared to weak identifiers, strong identifiers were not only more positive in their evaluation of the home carrier but also in their evaluation of the alliance, pointing to a halo effect, whereby positive evaluations of the home carrier are transferred to the alliance. Implications of study results are discussed and directions for future research provided.

show abstract

“…Second, this could also mean that in Spain customers of online travel agencies are more tolerant of service failures. In line with Harris, Grewal, Mohr, and Bernhardt (2006) and Mattila, Cho, and Ro (2009), it could suggest that online customers are more tolerant of lower levels of recovery than offline clients. This interpretation is enforced by the different results achieved by Akinci et al (2010), who used a bigger sample.…”

Section: Discussionmentioning

confidence: 79%

“…Stockdale () also suggested that to achieve e‐loyalty, e‐travel agencies should build a strong relationship with their customers by developing a loyalty program or community sites. Mattila et al () recommended keeping a human contact for e‐recovery because few customers are satisfied with this e‐service.…”

Section: Discussionmentioning

confidence: 99%

Is It Possible to Retain Customer Loyalty When a Service Has Failed?

et al. 2014

View full text Add to dashboard Cite

This article aims to analyze the impact of recovery on loyalty in the context of a service chain characterized by the e-quality-perceived value-loyalty relationship. A sample of 91 out of 1,201 respondents claimed to have had service problems with an online travel agency website. A causal model to test relationships was performed using structural equations modeling, and it was found that data fit with the proposed model. The really important point to retaining customers is quality. It is not so clear that the recovery effort might affect loyalty. Our findings underpin some previous stream of literature confirming that recovery does not always affect loyalty. Although the literature has not reached a consensus in this topic, we add new elements in this debateThis article was written as part of a research project entitled “Customer Satisfaction Improvement in Spanish Organizations through Standardization” (ECO2009-12754-CO2-01), financed by the Ministry of Science and Innovation within the aid program for research and development project

show abstract

The Joint Effects of Service Failure Mode, Recovery Effort, and Gender on Customers' Post‐recovery Satisfaction

Cited by 39 publications

References 33 publications

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity

Is It Possible to Retain Customer Loyalty When a Service Has Failed?

Contact Info

Product

Resources

About