The Role of Choice and Gender in the Service Recovery Process: A Comparison Between Hedonic and Utilitarian Recovery Options

2014 ◽  
pp. 166-166
Author(s):  
Anna S. Mattila
Keyword(s):  
Service Recovery ◽  
Recovery Process ◽  
And Gender

scholarly journals MANAGING SERVICE RECOVERY PROCESSES: THE ROLE OF CUSTOMER'S AGE / VARTOTOJŲ AMŽIAUS ĮTAKA PASLAUGŲ VERTINIMUI

2011 ◽  
Vol 12 (3) ◽  
pp. 503-528 ◽  
Author(s):  
Jesús Cambra-Fierro ◽  
Juan M. Berbel-Pineda ◽  
Rocío Ruiz-Benítez ◽  
Rosario Vazquez-Carrasco
Keyword(s):  
Process Management ◽  
Service Providers ◽  
Service Recovery ◽  
Recovery Process ◽  
Effective Management ◽  
Research And Practice ◽  
Recovery Processes ◽  
Front End ◽  
Effective Service

Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role of age as potential moderating. Segmenting customers' samples by age may potentially contribute to more effective service recovery process management. Older customers seem to be more loyal when dealing with service providers than younger customers, while younger customers are more demanding in terms of companies' efforts. Implications for both literature and practice are included at the front-end of the paper. Santrauka Tiek moksliniai tyrimai, tiek ir praktika rodo, kad grąžinimo procesų valdymo veiksmingumas skatina klientų pasitenkinimą. Remiantis šia prielaida, straipsnio tikslas yra išanalizuoti veiksnius, turinčius įtakos klientų pasitenkinimo lygiui ir lojalumui. Taip pat analizuojamas ir vartotojų amžiaus rodiklis, jo potencialo kaita. Atsižvelgiant į tai, klientai buvo sugrupuoti pagal amžių ir buvo analizuojama, kaip vieni ar kiti procesai juos veikia. Atliktas tyrimas parodė, kad vyresnio amžiaus klientai yra labiau ištikimi nei jaunesni, o jaunesni klientai yra reiklesni įmonių teikiamoms paslaugoms.

scholarly journals A case study on service recovery: Frontline employees’ perspectives and the role of empowerment

2016 ◽  
Vol 7 (2) ◽  
pp. 117-127 ◽  
Author(s):  
Satu Schumacher ◽  
Raija Komppula
Keyword(s):  
Content Analysis ◽  
Qualitative Case Study ◽  
Service Recovery ◽  
Recovery Process ◽  
Employee Empowerment ◽  
Frontline Employees ◽  
Analysis Method ◽  
Content Analysis Method

AbstractThe aim of this study was to improve our understanding of how frontline employees cope with service recovery situations and recover from them. It also takes a closer look at employee empowerment. This work represents a qualitative case study, and investigates the topic from the perspective of frontline employees. Data collection is implemented by interviewing the case hotel’s frontline personnel. A content analysis method was utilised to analyse the collected data. The findings suggest that the support of colleagues is more crucial in coping with service recovery situations and recovering from them than the support of managers. Personality traits also play a role. A theoretical scheme of the service recovery process from the perspective of frontline employees is developed from the analysis of the interviews. The findings indicate that written instructions would assist employees in service recovery situations.

scholarly journals PENGARUH SERVICE FAILURE SEVERITY TERHADAP KEPUASAN, KEPERCAYAAN, KOMITMEN DAN NEGATIF WORD OF MOUTH

2010 ◽  
Vol 3 (1) ◽  
pp. 53
Author(s):  
Linda Desafitri RB
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Negative Word ◽  
Interactive Effects ◽  
Main Effect ◽  
Failure Severity ◽  
Customer Trust

<span><em>The background of this research was to investigate the main and interactive effects of the severity </em><span><em>of the service failure, specifically investigate the main effect of service failure severity on satisfaction,</em><span><em>trust, commitment, and negative word of mouth. This investigation of the role of the severity</em><br /><span><em>construct will aid researchers and managers in better understanding and managing the service </em><span><em>recovery process under different conditions.</em><br /><span><em>The objectives of this research is to extends previous research by investigating the role of service </em><span><em>failure severity within the existing framework of customer’s post-recovery evaluation and their </em><span><em>future relationship with a service provider.</em><br /><span><em>The design of this research applies a survey toward unit analysis on customer Auto2000 Jakarta, </em><span><em>which involved 142 respondent.the number of sample being respondent in this research. Meanwhile, </em><span><em>the required data consist of five variables : service failure severity, satisfaction, trust, commitment</em><br /><span><em>and negative word of mouth.</em><br /><span><em>The result of the study concludes that service failure severity has a significant main effect on </em><span><em>satisfaction with service recovery. Despite the positif influence of a strong recovery on </em><span><em>satisfaction,there remained a negatif influence on satisfaction as a result of a more severe service</em><br /><span><em>failure. In addition , the severity of a service failure also had a main effect on customer trust, </em><span><em>commitment and the likelihood of engaging in negative word of mouth after the service failure.</em><br /><span><em>Keywords : </em><span><em>Service failure severity, satisfaction, trust, commitment and negative word of mouth</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>

To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media

2016 ◽  
Vol 36 (9) ◽  
pp. 1014-1036 ◽  
Author(s):  
Ying Fan ◽  
Run Hong Niu
Keyword(s):  
Social Media ◽  
Social Network ◽  
Customer Satisfaction ◽  
Qualitative Data ◽  
Service Recovery ◽  
Recovery Process ◽  
Content Type ◽  
Recovery Strategies ◽  
Failure Severity

Purpose The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery strategies using social network from operations management perspective. Specifically, the authors study the relationships between social media agent responses to customer complaints, customer emotion changes and customer satisfaction. Furthermore, the authors investigate the roles of recovery speed and failure severity in the service recovery process using social network platform. Design/methodology/approach The results are based on 347 mini cases drawn from the Twitter accounts of a sample of airlines. Grounded theory approach is used to conduct qualitative analysis using NVivo 9, a qualitative data analysis program. A conceptual framework was developed, then tested using χ2 analysis. Findings Agent responses that do not require customers to take further initiatives for problem solving have positive effects on customer emotion alleviation and satisfaction. In contrast, responses that provide further directions poses negative effect on service recovery outcomes. There is a strong positive linkage between customer emotion change and customer satisfaction. Surprisingly, the direct effect of recovery speed on customer emotion and satisfaction is not supported by the data. Rather, it plays a moderating role in affecting the relationship between agent responses and customer satisfaction. The qualitative data further reveals the pivotal role of failure severity, one of key service failure attributes. Research limitations/implications The authors study service businesses’ recovery strategies using social media. A conceptual framework is developed to link agent responses, customer emotion changes and customer satisfaction from the lens of service providers, using an operations-oriented approach. Finding on recovery speed and failure severity reveal that these variables play different roles when service recovery is operated on social media platform as compared to traditional channels. Additionally, relying on tweets as data sources has constrained us from assessing other long-term service recovery outcomes such as loyalty, repurchase intent and word of mouth. The drawback is resulted from the limited information conveyed through tweets, which tends to be short and brief. The study focusses on the airline industry, which limits the generalizability of the findings to other service industries. Practical implications The authors highlight the value and potential of service recovery strategies using social network and provide insights for recovery operations where agent responses should be focussing on real time problem solving. The findings support the benefits of empowering social network agents for service recovery operations. Improving recovery speed should be less of a priority as it serves as a qualifier when service recovery is operated via social network. Given the pivotal role of failure severity, it is critical for social network agents to stand in the shoes of the complaining customers, making imminent assessment of the actual failure severity and taking action accordingly in real time. In the meantime, effective communication through social network may help to lower perceived magnitude of failure by customers, which in turn enhance the effectiveness of other service recovery efforts. Originality/value This study is the first attempt to investigate the service recovery process using social media from an operations-oriented perspective. The results supports the potentials of employing service recovery strategies using social media.

The Role of Airline Travelers’ Pre-Recovery Emotions during the Service Recovery Process

2015 ◽  
Vol 32 (6) ◽  
pp. 677-691 ◽  
Author(s):  
Davoud Nikbin ◽  
Mohammad Iranmanesh ◽  
Sunghyup Sean Hyun ◽  
Rohaizat Baharun ◽  
Insin Kim
Keyword(s):  
Service Recovery ◽  
Recovery Process

scholarly journals The role of emotions and perceived control in the recovery strategy of service companies

2009 ◽  
Vol 3 (3-4) ◽  
pp. 65-68
Author(s):  
Krisztina Kolos ◽  
Zsófia Kenesei
Keyword(s):  
Qualitative Study ◽  
Quantitative Study ◽  
Perceived Control ◽  
Positive Emotions ◽  
Service Recovery ◽  
Recovery Process ◽  
Experimental Designs ◽  
Recovery Strategy ◽  
Service Companies

The purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.

Theoretical foundations for the study of image and reputational management in tourism and hospitality

2019 ◽  
Author(s):  
Gabby Walters ◽  
Judith Mair
Keyword(s):  
Public Relations ◽  
Consumer Behaviour ◽  
Service Recovery ◽  
Recovery Process ◽  
Crisis Recovery ◽  
The Media ◽  
Tourist Demand ◽  
Tourism And Hospitality ◽  
The Impact

Risk and reputation recovery in tourism should not be viewed as independent or isolated from other discipline areas. Frameworks, processes and theories cited in studies that explore tourism crisis recovery often include those from service recovery, public relations (PR) and communication, marketing, branding and consumer psychology. Many of the contributed case studies in this book demonstrate the use and application of these concepts, all of which are introduced and explored in this chapter. This chapter is organised into five sections. First, an understanding of the psychology behind consumer behaviour in times of crises is important to organisations and destinations seeking to maintain or recover their reputation. This chapter then begins by exploring the consumer behaviour concepts commonly employed by those seeking to better understand the impact of crisis and disasters on tourist demand. Following this, the influence of the media on the formation of tourists’ image perceptions and subsequent behaviour is discussed. The next section discusses the role of marketing communications strategies and branding to the recovery process and in then we introduce the relationship between resilience and reputation and image recovery, a phenomena that features in two of our contributed cases yet remains understated in the current academic literature. The chapter concludes with a discussion on service recovery and its importance to image and reputation recovery within the tourism and hospitality sector.

Toward service recovery strategies: the role of consumer-organization relationship norms

2016 ◽  
Vol 30 (7) ◽  
pp. 724-735 ◽  
Author(s):  
JungYun (Christine) Hur ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Service Recovery ◽  
Recovery Process ◽  
Survey Method ◽  
Consumer Organization ◽  
Exchange Relationship ◽  
Content Type ◽  
Recovery Strategies ◽  
The Usa ◽  
Relationship Norms

Purpose Given the increasing importance of relationship management in service recovery encounters, this study aims to investigate the role of consumer–organization relationship norms (communal versus exchange) in connection with the service recovery process. Design/methodology/approach Based on a thorough review of the previous literature, the model was developed. Using a scenario-based survey method, a total of 204 usable responses were obtained via self-administered questionnaires in the USA. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models. Findings The findings indicate that consumers’ recovery processes are influenced by relationship norms. For consumers in the communal relationship, perceived social recovery had a greater influence on satisfaction with the service recovery. Consumers in the exchange relationship reacted more sensitively to perceived economic recovery in terms of satisfaction with the service recovery. Research limitations/implications The focus of this study is restaurant consumers’ responses to service recovery in the context of an established relationship. Therefore, the results may not be generalizable for other consumers and segments. Practical implications The findings have important implications for increasing the understanding of consumer behavior in established relationships and suggesting effective recovery strategies. Originality/value This study investigates the effect of different relationship norms that could explain varying consumer responses to service recovery within a high-quality relationship. It also provides directions for improving consumers’ satisfaction with service recovery. This differs from previous studies that mainly focused on relationship quality.

Empirical Analysis of Clinical Evaluations on Children Involved in the Child Protection System: The Role of Age and Gender

2000 ◽  
Author(s):  
Erika Felix ◽  
Anjali T. Naik-Polan ◽  
Christine Sloss ◽  
Lashaunda Poindexter ◽  
Karen S. Budd
Keyword(s):  
Empirical Analysis ◽  
Child Protection ◽  
Protection System ◽  
Age And Gender ◽  
Clinical Evaluations ◽  
And Gender
Sign in / Sign up

Export Citation Format

Share Document