scholarly journals Correction to: Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type

2021 ◽  
Author(s):  
Ramakrishna Salagrama ◽  
Sanjeev Prashar ◽  
T. Sai Vijay
Keyword(s):  
Service Recovery ◽  
Relationship Type ◽  
Moderating Role

Post-dissolution ambivalence, breakup adjustment, and relationship reconciliation

2020 ◽  
Vol 37 (5) ◽  
pp. 1604-1625 ◽  
Author(s):  
René M. Dailey ◽  
Lingzi Zhong ◽  
Rudy Pett ◽  
Sarah Varga
Keyword(s):  
Relationship Type ◽  
The Past ◽  
Emotional Ambivalence ◽  
Initial Survey ◽  
Breakup Distress ◽  
The Relationship ◽  
Moderating Role

Relational ambivalence is conceptualized as having conflicting thoughts and feelings toward one’s partner or relationship. The current study explored how ambivalence about an ex-partner in a post-dissolution stage was associated with breakup distress as well as reconciliation. The moderating role of whether the relationship had previously cycled through breakups and renewals (on-off) or not (non-cyclical) was also examined. The 275 participants completed an initial survey following their most recent breakup (within the past 30 days) and up to five monthly surveys. Analyses showed cognitive and emotional ambivalence were associated with greater breakup distress and a greater likelihood of relationship renewal. Additionally, although cyclical partners had slightly greater emotional, but not cognitive, ambivalence toward their former partners, relationship type did not moderate the associations between ambivalence and breakup distress or reconciliation. The findings provide insights on how ambivalence could be incorporated into research on post-dissolution experiences.

scholarly journals WITHDRAWN: Analysis of the moderating role of the gender variable in service recovery processes

2012 ◽  
Author(s):  
Jesús Cambra-Fierro ◽  
Juan M. Berbel-Pineda ◽  
Rocío Ruiz-Benítez ◽  
Rosario Vázquez-Carrasco
Keyword(s):  
Service Recovery ◽  
Recovery Processes ◽  
Moderating Role

Does Corporate Image Really Matter in Service Recovery Context?

2017 ◽  
Vol 8 (1) ◽  
pp. 1-14
Author(s):  
Rania Mostafa
Keyword(s):  
Service Sector ◽  
Service Recovery ◽  
Corporate Image ◽  
Hierarchical Regression ◽  
Future Research ◽  
Mobile Service ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Moderating Role

The purpose of this study is to examine the moderating role of corporate image to the relationship between service recovery strategies and post-recovery satisfaction. Data were collected, using a questionnaire from 182 complaining customers in the mobile service sector. Hierarchical regression analyses demonstrated the moderating role of corporate image between service recovery strategies and post recovery satisfaction. Findings based on disconfirmation paradigm theory revealed that corporate image moderates the effect of apology, problem solving, and speed response on service recovery satisfaction. However, corporate image was not found to have a moderating effect on the courtesy - recovery satisfaction link. Academic and managerial implications, as well as, future research directions are provided.

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

Sign in / Sign up

Export Citation Format

Share Document