scholarly journals The effect of recovery satisfaction on citizens loyalty perception: a case study of mobile government services

2020 ◽  
Vol 10 (4) ◽  
pp. 4279
Author(s):  
Ibrahim Almarashdeh
Keyword(s):  
Service Providers ◽  
Service Failure ◽  
Recovery Process ◽  
Mobile Services ◽  
Mobile Service ◽  
Perceived Trust ◽  
Recovery Satisfaction ◽  
The Impact ◽  
The Relationship

Use of mobile services is an integral part of today’s life. Organizations, government agencies as well as service providers in the market employ mobile services or application in reaching their citizens or users worldwide. Notably, service failure issues might frustrate users in using mobile service, but usually, service providers would employ the strategy of recovery as solution. Recovery strategy aims to sustain the relationship with users following service failure. Somehow, the factors that might impact recovery process are unclear. It is also unclear if users will use the service again following the completion of recovery process. Hence, in this study, a survey on 743 adults was carried out, and the data were analyzed using SEM to determine the factors that impact users’ recovery satisfaction the most and the impact of recovery satisfaction on citizens loyalty to use mobile government in the future. The finding of this study illustrated that expect of self-efficacy, all factors proposed in the research model found to has a significant impact on recovery satisfaction. Among all the supported hypothesis, the highest impact on recovery satisfaction comes from perceived trust in government as the initial predictor to use the service

scholarly journals Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

2017 ◽  
Vol 12 (10) ◽  
pp. 24
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Internet Service ◽  
Mediating Role ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Customer's Loyalty ◽  
The Relationship

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context

2020 ◽  
Vol 27 (6) ◽  
pp. 1951-1980
Author(s):  
Sonia Mathew ◽  
Ajay Jose ◽  
Rejikumar G ◽  
Dony Peter Chacko
Keyword(s):  
Information Quality ◽  
Banking Sector ◽  
Service Failure ◽  
Service Recovery ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Justice ◽  
Recovery Satisfaction ◽  
The Impact ◽  
The Relationship

PurposeThe study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received through the service recovery process. It further endeavors to create an internal bench-marking model for assessing e-service recovery satisfaction.Design/methodology/approachBy the experimental study, the authors confirm a measurement model using structural equation modeling for examining the impact of perceived service recovery quality antecedents on e-service recovery satisfaction moderated by perceived justice. In total, responses from 399 e-banking customers, who had experienced a e-service failure, were recorded using a 5-point Likert scale with a structured questionnaire.FindingsThe perceived e-service recovery quality antecedents identified were perceived information quality, digital commitment, perceived employee performance and perceived service orientation of organization. The empirical results revealed that “perceived information quality” was the most significant predictor of e-service recovery satisfaction. Perceived justice moderates the relation between perceived service recovery quality and e-service recovery satisfaction.Research limitations/implicationsThe research does not contemplate the e-service recovery satisfaction of customers who have undergone multiple service failures.Practical implicationsThe conclusions of the investigation suggest that the four antecedents of perceived e-service recovery quality model are suitable instruments for creating benchmarks for e-service recovery satisfaction for banks, and that perceived justice moderates the relationship between e-service recovery quality and e-service recovery satisfaction. Therefore, policymakers in banks can use this model to assess the e-service recovery quality, and they ought to enhance the perceived justice feel of the customers who have experienced a service failure.Originality/valueThere remains scarcity of empirical research focusing on perceived information quality and digital commitment as antecedents of perceived e-service recovery quality and its effect on e-service recovery satisfaction in the banking context. Furthermore, similar studies within the banking sector have rarely considered perceived justice as a moderator variable. Hence, this paper attempts to accomplish the research gap by empirically testing the e-service recovery satisfaction level of a large sample of the population toward four antecedents of perceived e-service recovery quality rendered by banks and create a benchmark model to ascertain e-service recovery satisfaction.

Intentionality attributions and humiliation

2014 ◽  
Vol 48 (5/6) ◽  
pp. 901-923 ◽  
Author(s):  
Concepción Varela-Neira ◽  
Rodolfo Vázquez-Casielles ◽  
Víctor Iglesias
Keyword(s):  
Service Providers ◽  
Negative Emotion ◽  
Service Failure ◽  
Switching Behavior ◽  
Content Type ◽  
Complaint Behavior ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose – This paper aims to determine whether intentionality attributions have an effect on the customer’s complaint and switching behavior after a service failure, after accounting for the effects of the traditional dimensions of attribution (stability and controllability), and to examine whether intentionality attributions give rise to humiliation and to what degree this negative emotion enables us to understand the customer’s complaint and switching behavior after a service failure. Design/methodology/approach – A contribution of this investigation is that it studies real complaint and switching behaviors, as the few studies that focus on understanding customers’ complaint and defection behaviors mostly analyze customers’ intentions. Findings – The results of the study indicate that intentionality attributions have an effect on the customer’s switching behavior after a service failure, in addition to the impact of the traditional dimensions of attribution. The findings also show that humiliation is the emotion that mediates the relationship between intentionality attributions and switching behavior, opposite to other emotions that may also be related to attributions. Finally, the results also support that the effect of attribution of intentionality on complaint behavior is indirect; it only exists because attribution of intentionality influences negative emotions like humiliation, which in turn influences complaint behavior. Practical implications – To understand what makes customers complain after a service failure or switch service providers without giving them first the possibility of recovering the failure may help managers reduce the damage caused by the failure and increase the company’s profits. Originality/value – This study will try to contribute to the service failure research by analyzing the role of two variables that have not been analyzed before in this context: intentionality attribution and humiliation.

scholarly journals Tourism and Sustainability in Times of COVID-19: The Case of Spain

2021 ◽  
Vol 18 (4) ◽  
pp. 1859 ◽  
Author(s):  
Libertad Moreno-Luna ◽  
Rafael Robina-Ramírez ◽  
Marcelo Sánchez-Oro Sánchez ◽  
José Castro-Serrano
Keyword(s):  
Negative Impact ◽  
Recovery Process ◽  
Negative Image ◽  
Travel And Tourism ◽  
Tourism Sector ◽  
Tourist Flows ◽  
High Infection ◽  
The Impact ◽  
The Relationship

The aim of this paper is to study the effects of the spread of the COVID-19 virus in different regions and its impact on the economy and regional tourist flows. To this end, the researchers have been guided by a set of propositions which they have tried to demonstrate with the results obtained. This research shows that the impact of the pandemic is still being evaluated. The analysis of the relationship between the tourism sector and the pandemic outbreak in Spain provides an instructive case study to assist tourism in its recovery process. The paper delves into the impacts on the main Spanish touristic regions during the pandemic and providing implications for tourism recovery. In Spain, the tourism sector is of major economic importance, becoming one of the most vulnerable countries when crisis affects this industry. The negative image of the country due to the high infection rates has had a negative impact on travel and tourism. The Balearic Islands have been the most affected region with an 87% decrease in tourist visitors. The trips made by Spanish residents inside the Spanish territory shows the first increase found in the series analyzed. Domestic tourism not only represents an opportunity for all regions in this critical situation, but the types of accommodation also play a key role.

Examining the impact of locus and justice perception on B2B service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bengü Sevil Oflaç ◽  
Ursula Y. Sullivan ◽  
Zeynep Kaya Aslan
Keyword(s):  
Structural Equation ◽  
Service Failure ◽  
Recovery Process ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Recovery Satisfaction ◽  
Justice Perceptions ◽  
Business Customers ◽  
The Impact

Purpose This paper aims to examine the relationships between locus of attribution, recovery justice perceptions, recovery satisfaction and repurchase intention after a B2B service failure. Design/methodology/approach Structural equation modeling was used to analyze 300 customer surveys from hospitality businesses. The connections between the selected variables were explored through path analysis using AMOS 24. Findings Based on the results, the more that business customers blame their wholesalers after a service failure, the less they perceive the procedures in the recovery process as fair. Findings also indicate that in the recovery process, interactional connections through fair treatment and inclusion of customer opinions are important to achieve high recovery satisfaction levels. Moreover, if business customers perceive the monetary compensation provided as fair, their recovery satisfaction increases, and recovery satisfaction then helps to retain these business customers after a service failure. Research limitations/implications Starting from the locus of blame, this study highlights the after-failure calculation that business customers make in considering their recovery justice perceptions and the resulting satisfaction level. Practical implications The findings have relevance for B2B relationships. This study provides practical processes for failure and recovery management in B2B settings, especially for wholesale providers who function as resellers rather than as manufacturers. Originality/value The contributions from this study are largely due to examining B2B service failure and recovery as a process that starts at the pre-recovery stage with the locus of attribution followed by recovery justice perceptions. Whereas other studies have focused more on justice perceptions, the authors go back a step in the recovery process to better understand the antecedents of repurchase intention in B2B transactions.

Perceived justice and CSR after service recovery

2019 ◽  
Vol 33 (2) ◽  
pp. 206-219 ◽  
Author(s):  
Suna La ◽  
Beomjoon Choi
Keyword(s):  
Procedural Justice ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Perceived Justice ◽  
Recovery Satisfaction ◽  
Failure Severity ◽  
Justice Perceptions ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived justice and CSR perceptions on customers’ behavioral responses, such as satisfaction and repatronage intention after service recovery. The authors also investigate the moderating role of service failure severity in the relationship between perceived justice and perceived CSR.Design/methodology/approachThe data were collected using individually completed questionnaires. The proposed model was tested using structural equation modeling, and the moderation effects of failure severity in the relationship between perceived justice and perceived CSR were analyzed using stepwise multiple regression models.FindingsThe results suggest a path from satisfaction to CSR perceptions, which indicates that the link between CSR perceptions and satisfaction is reversed in the context of service recovery. The authors further reveal recovery satisfaction in two ways: It has a direct influence on repatronage intentions as well as an indirect influence via perceived CSR. Finally, the results demonstrate that the severity of a service failure intensifies the impact of distributive and procedural justice perceptions on perceived CSR, and perceived CSR serves as a partial mediator in the path from recovery satisfaction to repatronage intentions.Research limitations/implicationsThe results demonstrate that perceived justice of service recovery affects perceived CSR after a service failure and that the severity of a service failure moderates the impact of justice perceptions on perceived CSR. However, the possibility of intercausal relationships among distributive, procedural and interactional justice may need to be further explored in future research.Practical implicationsGiven that the impact of distributive and procedural justice on CSR perceptions has become more critical as the severity of service failure increases, companies should prioritize allocating a fair amount of monetary compensation in a timely manner, particularly for those who experience a severe service failure.Originality/valueThe authors propose a model of perceived justice – perceived CSR – repatronage intentions within the service recovery context in an attempt to deepen the understanding of the antecedents of repatronage intention and the relationship between repatronage intention and recovery satisfaction following service recovery encounters by introducing perceived justice and CSR. Moreover, the authors discover the moderating effect of service failure severity on the relationship between justice perceptions and perceived CSR.

An Analytical Approach to Cruise Tourism As an Option For Development: a Case Study of the Sultanate of Oman

2020 ◽  
Vol 15 (2) ◽  
pp. 95-109
Author(s):  
Heba Aziz ◽  
Osman El-Said ◽  
Marike Bontenbal
Keyword(s):  
Capital City ◽  
Sultanate Of Oman ◽  
Policy Makers ◽  
Cruise Tourism ◽  
The Impact ◽  
The Relationship ◽  
Average Expenditure ◽  
Return Intention

The objective of this study was to measure the level of cruise tourists' satisfaction as well as the relationship between satisfaction, recommendation, return intention, and expenditure. Also, the impact of factors such as nationality, length of the visit, and age on the level of expenditure was measured. An empirical approach for data collection was followed and a total of 152 questionnaires were collected from cruise tourists visiting the capital city of Oman, Muscat, as cruise liners anchor at Sultan Qaboos Port. Results of the regression analysis supported the existence of a causal relationship between satisfaction with destination attributes, overall satisfaction, recommendation, return intention, and expenditure. It was found that the average expenditure varies according to age and length of the visit. Recommendations for policy makers were suggested on how to increase the role of cruise tourism in strengthening the economy.

scholarly journals Exploring the Impact of Technology-Facilitated Abuse and Its Relationship with Domestic Violence: A Qualitative Study on Experts’ Perceptions

2021 ◽  
Vol 8 ◽  
pp. 233339362110281
Author(s):  
Renee Fiolet ◽  
Cynthia Brown ◽  
Molly Wellington ◽  
Karen Bentley ◽  
Kelsey Hegarty
Keyword(s):  
Domestic Violence ◽  
Service Providers ◽  
Structured Interviews ◽  
Specialist Service ◽  
Data Coding ◽  
Integral Role ◽  
Impact Of Technology ◽  
The Impact ◽  
The Relationship ◽  
Inductive Thematic Analysis

Technology-facilitated abuse can be a serious form of domestic violence. Little is known about the relationship between technology-facilitated abuse and other types of domestic violence, or the impact technology-facilitated abuse has on survivors. The aim of this interpretative descriptive study is to understand domestic violence specialist service providers’ perspectives on the impact of technology-facilitated abuse, and the link between technology-facilitated abuse and other forms of domestic violence. A qualitative approach using 15 semi-structured interviews were undertaken with Australian domestic violence specialist practitioners, and three themes were identified through data coding using inductive thematic analysis. Another form of control describes technology-facilitated abuse behaviors as enacting controlling behaviors using new mediums. Amplifies level of fear characterizes the impact of technology-facilitated abuse. A powerful tool to engage others describes opportunities technology offers perpetrators to abuse through engaging others. Findings highlight technology-facilitated abuse’s complexity and integral role in domestic violence and can assist clinicians to understand the impact and harm that can result from technology-facilitated abuse.

scholarly journals An Exploration of the Critical Risk Factors in Sustainable Telecom Services: An Analysis of Indian Telecom Industries

2021 ◽  
Vol 13 (2) ◽  
pp. 445
Author(s):  
Wen-Kuo Chen ◽  
Venkateswarlu Nalluri ◽  
Suresh Ma ◽  
Mei-Min Lin ◽  
Ching-Torng Lin
Keyword(s):  
Risk Factors ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Sustainable Supply Chain ◽  
Chain Management ◽  
Sustainable Supply Chain Management ◽  
The Impact ◽  
The Relationship

Different sources of risk factors can occur in sustainable supply chain management due to its complex nature. The telecommunication service firm cannot implement multiple improvement practices altogether to overcome the risk factors with limited resources. The industries should evaluate the relationship between risk factors and explore the determinants of improvement measures. The purpose of the present study is to identify and analyze critical risk factors (CRFs) for enhancing sustainable supply chain management practices in the Indian telecommunication industry using interpretive structural modelling (ISM). Risk factors are identified through a literature survey, and then with the help of experts, nine CRFs are identified using a fuzzy Delphi method (FDM). The relationship among these CRFs has been analyzed using ISM, and the driving and the dependence power of those CRFs are analyzed. Results indicate that both “government policies (laws and regulations)” and “the impact of rapid change in technology” are independent or key factors that affect the sustainability of the telecommunications supply chain. In addition, results provide significant managerial implications, including enhanced sustainability, and the government should build justice, fairness, open laws, certainties, and regulations to prevent risk in the telecommunications industry supply chain; service providers should monitor the rapidly evolving technologies and focus on technical learning and organizational capacity development to overcome the impact of technological changes. The contribution of this study is using a novel approach to establish a hierarchical structural model for an effective understanding of CRFs relationships and to explore decisive risk factors that can help telecom service providers to better plan and design effective improvement strategies to enhance sustainability supply chain management.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

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