When customers like preferential recovery (and when not)?

Lü, Zhi; Mattila, Anna S.; Liu, Stephanie Q.

doi:10.1016/j.annals.2020.103135

Cited by 12 publications

(4 citation statements)

References 52 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…University students, as tourists, utilizers of online reviews, and consumers of online travel consumer products, have a strong representation, which has been verified and supported in several recent tourism studies (e.g. Lee et al, 2021; Lu et al, 2021; Szymkowiak et al, 2021; Šerić and Praničević, 2018). The respondents were also screened for having prior experience choosing travel destinations.…”

Section: Methodsmentioning

confidence: 63%

The impact of online reviews on destination trust and travel intention: The moderating role of online review trustworthiness

Su¹,

Yang

Swanson

et al. 2021

Journal of Vacation Marketing

View full text Add to dashboard Cite

This study explores the impact of the valence (positive/negative) and emotional intensity (strong/weak) of online reviews on potential Chinese visitors’ travel intentions and trust of a destination. An experimental design was used to test the hypotheses. Findings suggest that online review valence and emotional intensity affect travel intentions and that destination trust can partially mediate this relationship. Changes in destination trust and travel intention due to positive/negative review emotional intensity changes are not equivalent. Furthermore, online review trustworthiness moderates the valence and destination trust and travel intention relationships, but not the effect of review emotional intensity on the same outcomes.

show abstract

Section: Methodsmentioning

confidence: 63%

The impact of online reviews on destination trust and travel intention: The moderating role of online review trustworthiness

Su¹,

Yang

Swanson

et al. 2021

Journal of Vacation Marketing

View full text Add to dashboard Cite

show abstract

“…Status demotion causes members with longer (shorter) relationships to experience greater feelings of unfairness and social discomfort, resulting in greater intention to switch (Banik et al, 2019; Banik & Gao, 2020). Feeling entitled to an outcome makes people perceive the outcome to be fair (Feather, 1999), explaining why low‐status customers view non‐preferential recovery as appropriate, feel more satisfied, and show higher patronage intention than preferential recovery, while high‐status customers remain indifferent (Lu et al, 2021).…”

Section: Overview Of Empirical Findingsmentioning

confidence: 99%

Understanding retail exclusion and promoting an inclusive customer experience at transforming service encounters

Sinha

2023

Journal of Consumer Affairs

View full text Add to dashboard Cite

The authors review the marketing practices likely to make customers feel excluded (ignored or rejected) and analyze the potency of retail exclusion in the transforming service encounters due to the infusion of artificial intelligence (AI), robots, and other new technologies. Synthesizing the findings of prior studies, the authors propose an integrative theoretical framework for understanding different perspectives, psychological mechanisms, and outcomes of retail exclusion, and highlight research opportunities for retail exclusion in two contexts of service encounters: interpersonal and technology‐powered. The review aims to provide implications on proactive strategies to minimize the adverse effects of retail exclusions and promote inclusive customer experiences.

show abstract

“…In recent literature, perceived justice has emerged as a salient mediator between firms' service recovery efforts and their outcomes (Mody et al, 2020). For instance, a congruency between recovery type and consumer status leads to favorable consumer responses, and perceived fairness underlies this relationship (Lu et al, 2021). Similarly, perceived justice performs a mediating role in the relationship between apology (by CEO vs. employees) and consumer forgiveness (Hill and Boyd, 2015).…”

Section: Perceived Justice and Desire To Reciprocatementioning

confidence: 99%

Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Umar

2022

SAJM

View full text Add to dashboard Cite

PurposeThis paper investigated the impact of firms' service recovery efforts on consumers' desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their outcomes.Design/methodology/approachUsing snowball sampling technique, an online survey was administered and 259 responses were collected from casual-dining restaurant customers. A partial least squares structural equation modeling (PLS-SEM) and multivariate analysis of covariance (MANCOVA) were used to examine the hypotheses.FindingsThe results indicate that perceived justice significantly mediates the effect of service recovery efforts on the consumers' desire to reciprocate and forgiveness. Moreover, high (vs. low) service recovery efforts lead to high consumer forgiveness.Practical implicationsThe study provides insights for managers on how optimal recovery efforts predict consumers' positive responses and minimize the effect of service failure in South Asian consumers.Originality/valueThis research is among the early endeavors to examine consumers' desire to reciprocate in service recovery context. Also, this is the first study to validate the impact of service recovery efforts on consumers' desire to reciprocate and consumer forgiveness in a South Asian country.

show abstract

When customers like preferential recovery (and when not)?

Cited by 12 publications

References 52 publications

The impact of online reviews on destination trust and travel intention: The moderating role of online review trustworthiness

The impact of online reviews on destination trust and travel intention: The moderating role of online review trustworthiness

Understanding retail exclusion and promoting an inclusive customer experience at transforming service encounters

Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Contact Info

Product

Resources

About