The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Sciarelli, Mauro; Nagm, Abdelhakim A.; Dakrory, Mona I.; Tani, Mario; Khashan, Mohamed A.

doi:10.5539/ibr.v10n8p215

Cited by 2 publications

(3 citation statements)

References 68 publications

(130 reference statements)

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“…Going forward, the results are on the same page with the existing literature that service recovery strategy will enhance customer trust (Choi and La, 2013; Peláez et al , 2015) and improve customer satisfaction (Lastner et al , 2016; Casielles et al , 2017). Also, service recovery strategy will lead to customer trust, satisfaction, repurchase intention and recommendation tendency (Sciarelli et al , 2017).…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

“…By creating these better customer experiences, trust and satisfaction can be improved. Customers who suffer service errors and get satisfactory recovery would have positive behavioral intentions (Lastner et al , 2016; Sciarelli et al , 2017).…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

“…In terms of service recovery actions, researchers have proposed many solutions, such as showing empathy, making apologies, fixing problems, offering explanations, giving compensation and following-up contacts (Nadiri, 2016; Sciarelli et al , 2017). The decision can be made on a case-by-case basis; however, no matter what solution is chosen, it is important for firms to act promptly because the speed of service recovery can be seen as a way to reduce customer problems and alleviate the negative impact of a service failure (Barakat et al , 2015; Sciarelli et al , 2017). On the other hand, when firms rectify the problem after a failure, it is necessary to take customers’ circumstances into account and adopt appropriate actions for regaining customers’ satisfaction (Nadiri, 2016).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

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The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

Chang

Hung

2018

IJBM

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Purpose The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between service recovery, relational selling behavior and loyalty is empirically examined. Design/methodology/approach Hypotheses are developed based on the literature review. The conceptual model is tested using SEM on survey data collected from 560 customers of 12 banks in Taiwan, including local banks and foreign banks. Findings The model test results indicate that the influences of service recovery and relational selling behavior on trust and satisfaction are both significant. In addition, the influences of trust and satisfaction on loyalty are significant. Practical implications For bank managers, it is crucial to have well programs to identify service failures and handle recoveries efficiently and effectively. Furthermore, bank managers should place a high value on increasing salesperson’s customer-oriented behaviors to discern potential problems that customer concerns and provide suitable solutions that customer needs. By creating these better customer experiences, greater trust, satisfaction and loyalty can be yielded. Originality/value This study aims to provide a superior understanding of the relationship between service recovery, relational selling behavior, trust, satisfaction and loyalty in the banking industry. The research findings can contribute to forming targeted strategies and gaining competitive advantages for bank managers.

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Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

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The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

Chang

Hung

2018

IJBM

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Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Sciarelli¹,

Nagm²,

Dakrory³

et al. 2017

IJBM

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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

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The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Cited by 2 publications

References 68 publications

The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

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