What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

2015 ◽  
Vol 27 (2) ◽  
pp. 214-235 ◽  
Author(s):  
Oscar Aguilar-Rojas ◽  
Carmina Fandos-Herrera ◽  
Carlos Flavián-Blanco
Keyword(s):  
Hospitality Industry ◽  
Cognitive Theory ◽  
Service Failure ◽  
Prior Experience ◽  
Recovery Process ◽  
Third Party ◽  
Interpersonal Justice ◽  
Content Type ◽  
Successful Recovery ◽  
Intention To Revisit

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters and the influence of consumer gender in a hotel recovery process. Design/methodology/approach – Using experimentation methodology applied to the hotel sector, the authors present four scenarios in a 2 × 2 (interpersonal justice/no interpersonal justice, prior experience/no prior experience) design with a sample of 352 consumers. Findings – The results obtained highlight the importance of interpersonal justice in a situation of service failure and the influence that prior experience and gender exert in the context of the hospitality industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions (word of mouth, third-party complaints and intention to revisit) are conditioned by three different consumer characteristics, one affective (perceived interpersonal justice of the service provided), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour). Originality/value – This study proposes using the social cognitive theory in a service recovery process within a hospitality industry context. This theory has been successfully exploited in different areas, but in marketing research (especially in studies about service failure and recovery), it has not been applied. However, its use in marketing is particularly interesting because, through the consideration of three variables (perceived interpersonal justice, prior experience and consumer gender), the service provider could obtain knowledge from consumers interactions to help develop a better and more successful recovery system.

scholarly journals Why service recovery fails

2009 ◽  
Vol 20 (3) ◽  
pp. 253-273 ◽  
Author(s):  
Stefan Michel ◽  
David Bowen ◽  
Robert Johnston
Keyword(s):  
Customer Satisfaction ◽  
Service Failure ◽  
Human Resources Management ◽  
Service Recovery ◽  
Recovery Process ◽  
Content Type ◽  
Information Recovery ◽  
Service Logic ◽  
Recovery Management ◽  
A Company

PurposeThe keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.Design/methodology/approachThe objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.FindingsIt is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”Practical implicationsManagers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.Originality/valueThis paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.

Consequences of “greenwashing”

2015 ◽  
Vol 27 (6) ◽  
pp. 1054-1081 ◽  
Author(s):  
Imran Rahman ◽  
Jeongdoo Park ◽  
Christina Geng-qing Chi
Keyword(s):  
Third Party ◽  
Content Type ◽  
Consumer Skepticism ◽  
Ulterior Motive ◽  
Intention To Participate ◽  
Quasi Experimental ◽  
Positive Direct ◽  
Ecological Concern ◽  
The Relationship ◽  
Intention To Revisit

Purpose – This quasi-experimental study aimed to investigate, drawing upon influential discounting behavior theory and cognition – affect – behavior (C-A-B) paradigm, consumers’ reactions to the phenomenon of “greenwashing” in the lodging industry. More specifically, this paper proposed and tested a theoretical model that examined whether recognizing the ulterior motive caused consumer skepticism about hotels’ environmental claims, which in turn influenced consumers’ intention to participate in linen reuse program and intention to revisit the hotel. Additionally, the moderating effects of ecological concern on the relationship between skepticism and intention to participate and between skepticism and intention to revisit were examined. Design/methodology/approach – A quasi-experimental design was used with two conditions (control vs ulterior motive) employing staff members of a US public university as study participants. In total, 638 useful responses were received. Findings – The results of this study revealed that an ulterior motive of hotels’ environmental claims evoked consumer skepticism, which, in turn, negatively influenced consumers’ intention to participate in the linen reuse program and intention to revisit the hotel. Skepticism was found to partially mediate the relationships between ulterior motive and intention to participate and between ulterior motive and intention to revisit. Consumers’ ecological concern was not found to moderate the relationship between skepticism and intention to participate in the linen reuse program and skepticism and intention to revisit the hotel. In addition, a significant positive direct effect between ecological concern and intention to participate and a non-significant effect between ecological concern and revisit intention were revealed. Research limitations/implications – Focus on consumers’ response to the ulterior motive of environmental claims advances an understanding of consumers’ attitudes and perceptions about hotels’ green practices. Practical implications – Findings suggest that hotels need to be watchful so that consumers do not become skeptical. Therefore, it is of utmost importance that managers do everything possible to give customers no room for doubt. Hoteliers need to spend more effort in installing comprehensive green programs and make true green claims by keeping the potential consequences of greenwashing in mind. Hoteliers also need to seek out third-party certifications that require the hotel to meet certain standards, which will help ensure credibility in the eyes of consumers. Originality/value – Hospitality literature has seldom explored this gray area of green marketing, and, in this regard, this study serves as a guide to hoteliers and researchers alike. The authors thereby anticipate that this study would encourage more research in this often overlooked but highly important area.

scholarly journals Service failure and recovery strategies in the Balkans: an exploratory study

2019 ◽  
Vol 22 (3) ◽  
pp. 472-496
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem ◽  
Geoff Lancaster
Keyword(s):  
Social Constructivism ◽  
Service Failure ◽  
High Sensitivity ◽  
Recovery Process ◽  
Online Banking ◽  
Failure Recovery ◽  
Content Type ◽  
The Balkans ◽  
Service Failure And Recovery ◽  
Social Scientific

Purpose Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue. Design/methodology/approach Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views. Findings Online banking customer groups were identified as: exigent customers, solutionist customers and impulsive customers. Customers’ position in each group determined failure perception, recovery expectation and evaluation, and post-recovery behaviour. Comparisons were observed and discussed in relation to Albania and Kosovo. It was suggested that banks should expand their presence in social media platforms and offer a means to manage online customer communication and spread of online WOM. Research limitations/implications For exigent customers, the failure/recovery responsibility is embedded within the provider. This explains their high sensitivity and criteria to define a failure. Practical implications Online banking customers’ request of a satisfactory recovery experience included: customer notifications, customer behaviour, customer determination, and the mediator of request. 10;Providers should examine customer failure/recovery experiences in cooperation with other banks which should lead to a higher order understanding of customer withdrawal and disengagement activities. Social implications Post-recovery behaviour is linked to the decline of online banking usage, switching to new providers, and the spread of negative online and off-line word-of-mouth. Originality/value This is the first empirical study on online service failure and recovery strategy to provide information on customers’ unique preferences and expectations in the recovery process. Online customers are organised into a threefold customer typology, and explanation for the providers’ role in the online customer failure-recovery perception construct is presented.

Recovering co-created service failures: the missing link of perceived justice and ethicalness

2019 ◽  
Vol 33 (7) ◽  
pp. 921-935 ◽  
Author(s):  
Shuqin Wei ◽  
Tyson Ang ◽  
Nwamaka A. Anaza
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Ethical Perceptions ◽  
Content Type ◽  
Perceived Justice ◽  
Service Failures ◽  
Fairness Theory ◽  
The Usa ◽  
Secondary Study

Purpose Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future. Design/methodology/approach Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered. Findings The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery. Practical implications A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness. Originality/value Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.

Understanding the use of YouTube as a learning resource: a social cognitive perspective

2020 ◽  
Vol 72 (3) ◽  
pp. 339-359
Author(s):  
Quan Zhou ◽  
Chei Sian Lee ◽  
Sei-Ching Joanna Sin ◽  
Sijie Lin ◽  
Huijie Hu ◽  
...  
Keyword(s):  
Social Cognitive Theory ◽  
Social Cognitive ◽  
Cognitive Theory ◽  
Prior Experience ◽  
Outcome Expectations ◽  
Learning Outcome ◽  
Personal Factors ◽  
Behavioral Factors ◽  
Learning Resource ◽  
Content Type

PurposeDrawing from social cognitive theory, the purpose of this study is to examine how personal, environmental and behavioral factors can interplay to influence people's use of YouTube as a learning resource.Design/methodology/approachThis study proposed a conceptual model, which was then tested with data collected from a survey with 150 participants who had the experience of using YouTube for learning. The bootstrap method was employed to test the direct and mediation hypotheses in the model.FindingsThe results revealed that personal factors, i.e. learning outcome expectations and attitude, had direct effects on using YouTube as a learning resource (person → behavior). The environmental factor, i.e. the sociability of YouTube, influenced the attitude (environment → person), while the behavioral factor, i.e. prior experience of learning on YouTube, affected learning outcome expectations (behavior → person). Moreover, the two personal factors fully mediated the influences of sociability and prior experience on YouTube usage for learning.Practical implicationsThe factors and their relationships identified in this study provide important implications for individual learners, platform designers, educators and other stakeholders who encourage the use of YouTube as a learning resource.Originality/valueThis study draws on a comprehensive theoretical perspective (i.e. social cognitive theory) to investigate the interplay of critical components (i.e. individual, environment and behavior) in YouTube's learning ecosystem. Personal factors not only directly influenced the extent to which people use YouTube as a learning resource but also mediated the effects of environmental and behavioral factors on the usage behavior.

Emerging trend of coffee cafe in Pakistan: factors affecting revisit intention

2019 ◽  
Vol 121 (9) ◽  
pp. 2132-2147 ◽  
Author(s):  
Talat Islam ◽  
Ishfaq Ahmed ◽  
Ghulam Ali ◽  
Zeshan Ahmer
Keyword(s):  
Structural Equation ◽  
Prior Experience ◽  
Coffee Consumption ◽  
Equation Modeling ◽  
Survey Method ◽  
Interpersonal Justice ◽  
Cross Sectional ◽  
Content Type ◽  
Revisit Intention ◽  
The Impact

Purpose The global increase in coffee consumption has increased competition among cafes, generating the need to find ways of increasing customers’ revisit. Considering this backdrop, the purpose of this paper is to investigate the impact of authenticity, interpersonal justice and prior experience on customer’s revisit intention, taking involvement as a mediator. Design/methodology/approach The data for this study were collected from 489 customers between April and July 2018 from an emerging coffee market. The customers were approached on a convenience basis and a questionnaire-based survey method was used to collect responses. Findings The data were analyzed using a two-stage structural equation modeling technique. The study noted authenticity, interpersonal justice and prior experience to not only have a direct impact on revisit intention but also having an indirect impact through involvement. Research limitations/implications This study is cross-sectional in nature, which is the foremost limitation of the study. Findings of the study reveal some unexplored dimensions of managing customers’ revisit intention, thus leaving a valuable message for the management of coffee cafes. Originality/value This study highlights the importance of authenticity, interpersonal justice, prior experience and involvement with respect to the revisit intention of the customers, as literature is scant on these variables.

The effect of CSR on consumer behavioral responses after service failure and recovery

2016 ◽  
Vol 28 (5) ◽  
pp. 583-599 ◽  
Author(s):  
Mobin Fatma ◽  
Imran Khan ◽  
Zillur Rahman
Keyword(s):  
Structural Equation ◽  
Service Failure ◽  
Recovery Process ◽  
Equation Modeling ◽  
Content Type ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Satisfaction ◽  
One Year ◽  
Corporate Social

Purpose This paper aims to examine the interconnection between the consumer perceived corporate social responsibility (CSR) and its effect on the post-recovery satisfaction and loyalty after service failures. Design/methodology/approach An intercept survey has been conducted during June to August, 2015, in the Delhi NCR area of India. The respondent to the survey includes the hotel customers who have experienced the service failure in the previous one year. The convenience sampling method has been used with the structured questionnaire. To test the proposed model, structural equation modeling is applied. Findings The finding of the present study provides the empirical evidence of the existence of a relationship between perceived CSR and customer post-recovery satisfaction and loyalty influenced by trust. Research limitations/implications The present study has suffered from the recall biases in the survey data. Although the responses were gathered from respondents on the basis of their actual service recovery experience in the preceding year, recall bias may have influenced the responses. The present study highlights a salient role of CSR initiatives, wherein managers can understand the influence of perceived in CSR and analyze the service recover encounters and ensure that recovery process improves the customer perception of CSR. Originality/value This study reinforces the significance of consumer perceived CSR and its effect on post-recovery satisfaction and loyalty after service failures.

scholarly journals A bibliometric investigation of service failure literature and a research agenda

2020 ◽  
Vol 54 (10) ◽  
pp. 2575-2619
Author(s):  
Pantea Fouroudi ◽  
Philip J. Kitchen ◽  
Reza Marvi ◽  
Tugra Nazli Akarsu ◽  
Helal Uddin
Keyword(s):  
Service Failure ◽  
Recovery Process ◽  
Future Research ◽  
Repurchase Intention ◽  
Content Type ◽  
Search Terms ◽  
Research Themes ◽  
Future Improvement ◽  
Practical Implications ◽  
Made In

Purpose This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date. Design/methodology/approach The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts. Findings The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention. Research limitations/implications Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used. Practical implications This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention. Originality/value The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.

Online service failure: how consumers from emerging countries react and complain

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Simoni F. Rohden ◽  
Celso Augusto de Matos
Keyword(s):  
Structural Equation ◽  
Switching Costs ◽  
Service Failure ◽  
Cultural Orientation ◽  
Emerging Countries ◽  
Cultural Dimensions ◽  
Third Party ◽  
Equation Modeling ◽  
Content Type ◽  
Service Failures

Purpose E-commerce has experienced huge growth in emerging countries, but analysis of service failure/recovery for online retailers has been limited in this context. Hence, this study aims to investigate customers’ reactions to service failures in e-commerce and the influence of cultural dimensions on complaint intentions. Design/methodology/approach A survey was conducted with 553 customers from Brazil, India and China. A model was proposed and tested using structural equation modeling. Findings Results indicate that satisfaction with service recovery (SSR) increases repurchase intentions and reduces third-party complaints and negative word-of-mouth. This study also shows that the reactions of consumers to service failures in online situations are influenced by their cultural orientation (i.e. individualism, uncertainty avoidance and power distance) and contingent factors (i.e. relationship level, switching costs and the severity of the failure). Originality/value This study shows that the extent to which consumers from emerging countries complain after a service failure in online purchases will depend on their cultural orientation, previous experiences with the retailer, switching costs and the severity of the failure.

Examining stealing thunder as a new service recovery strategy: impact on customer loyalty

2019 ◽  
Vol 31 (2) ◽  
pp. 931-952 ◽  
Author(s):  
Priyanko Guchait ◽  
Rachel Han ◽  
Xingyu Wang ◽  
JéAnna Abbott ◽  
Yetong Liu
Keyword(s):  
Customer Loyalty ◽  
Interaction Effect ◽  
Positive Impact ◽  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Joint Effect ◽  
Recovery Method ◽  
Content Type ◽  
Stealing Thunder

PurposeThis paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships.Design/methodology/approachThe study adopted a scenario-based between-group experimental design involving 300 customers.FindingsThe results indicated that stealing thunder, apology and compensation have a joint effect on customer loyalty. Specifically, this study found a significant positive impact of stealing thunder on loyalty; a two-way interaction effect of compensation and stealing thunder on loyalty; and a three-way interaction effect on loyalty. Additionally, trust mediated the relationship between service recovery attributes (stealing thunder, apology and compensation) and customer loyalty.Originality/valueThis study introduces a new service recovery method called Stealing Thunder, which is commonly used in the fields of law and communication and is the first to assess stealing thunder as a proactive/preemptive strategy to handle service failures and its impact on customer loyalty. The study found that when stealing thunder was present, compensation had no influence on customer loyalty. Moreover, when stealing thunder was present, compensation had no impact on loyalty when apology was not present. However, compensation had a significant effect on loyalty when stealing thunder and apology were not present. This study finds the value of including proactive/preemptive strategies (stealing thunder) along with regular service recovery strategies (e.g. apology and compensation) in the service recovery process. Results show that service recoveries that include stealing thunder help service failure recovery significantly by increasing customer’s trust.

Sign in / Sign up

Export Citation Format

Share Document