Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery

2021 ◽  
Author(s):  
Simone T. Peinkofer ◽  
Terry L. Esper ◽  
Ronn J. Smith ◽  
Brent D. Williams
Keyword(s):  
Service Recovery ◽  
Consumer Perceptions ◽  
Logistics Service

scholarly journals An Empirical Investigation of the Effect of Interaction Justice Perception on Consumer Intentions after Complaining

2007 ◽  
Vol 2 (1) ◽  
Author(s):  
Mahesh S. Bhandari ◽  
Michael J. Polonsky
Keyword(s):  
Direct Effect ◽  
Empirical Investigation ◽  
Service Recovery ◽  
Consumer Perceptions ◽  
Future Research ◽  
Failure Type ◽  
Service Failures ◽  
Justice Perception ◽  
Consumer Intentions ◽  
The Impact

This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.

Businesses Beware

2017 ◽  
Vol 21 (2) ◽  
pp. 184-200 ◽  
Author(s):  
Yuliya Komarova Loureiro ◽  
Kelly L. Haws ◽  
William O. Bearden
Keyword(s):  
Risk Factors ◽  
Service Recovery ◽  
Consumer Perceptions ◽  
Associated Risk Factors ◽  
Underlying Processes ◽  
Effective Service ◽  
Overall Effectiveness ◽  
Destructive Potential

Consumers feeling wronged in the marketplace can respond in a variety of ways both morally appropriate and morally inappropriate. We focus on specific circumstances under which company wrongdoing increases the likelihood for consumers to respond with immoral retaliatory behavior. Importantly, we demonstrate that such immoral retaliation is not directed solely toward the guilty party but may also spill over to guiltless marketplace entities. This research highlights the underlying processes for immoral retaliation against a guilty versus a guiltless company, demonstrating the varying roles of anger and justification as well as assessing the overall effectiveness of such vengeance in offsetting further retaliation. Our findings inform important aspects of effective service recovery by shedding light on the destructive potential of consumer perceptions of immorality of any one company’s actions and by providing recommendations for managing the associated risk factors.

Math-heuristics for the air logistics service recovery

2015 ◽  
Author(s):  
Dong Zhang
Keyword(s):  
Service Recovery ◽  
Logistics Service

A Cross-National Comparison of Consumer Perceptions of Service Recovery

2008 ◽  
Vol 24 (1) ◽  
pp. 1-16 ◽  
Author(s):  
Kyuho Lee ◽  
Mahmood A. Khan ◽  
Jae-Youn Ko
Keyword(s):  
Service Recovery ◽  
Consumer Perceptions ◽  
National Comparison ◽  
Cross National

scholarly journals An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry

2020 ◽  
Vol 9 (1) ◽  
pp. 35-50
Author(s):  
Nazlı Gülfem Gidener ◽  
Durmuş Ali Deveci
Keyword(s):  
Service Industry ◽  
Service Providers ◽  
Service Recovery ◽  
Third Party ◽  
Third Party Logistics ◽  
Business Relationships ◽  
Service Failures ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Recovery Strategies

Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service providers. The findings also show that third party logistics service providers and carriers are the most common sources of failure in third party logistics services.

Justice-based service recovery for double deviations: An experiment

2008 ◽  
Author(s):  
Terri Shapiro ◽  
Steve Burke ◽  
Comila Shahani-Denning ◽  
Nicole Andreoli
Keyword(s):  
Service Recovery

The Ironic Effect of Excuses on Consumer Perceptions

2013 ◽  
Author(s):  
Elise Chandon Ince ◽  
Nora Moran ◽  
Rajesh Bagchi
Keyword(s):  
Consumer Perceptions

The influence of number of scale units on consumer perceptions and preferences

2011 ◽  
Author(s):  
Mario Pandelaere ◽  
Barbara Briers ◽  
Christophe Lembregts
Keyword(s):  
Consumer Perceptions
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