scholarly journals Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory

2011 ◽  
Vol 42 (3) ◽  
pp. 251-270
Author(s):  
이성신
Keyword(s):  
Attribution Theory ◽  
Service Failure ◽  
Service Recovery ◽  
Recovery Strategy

The CURE scale: a multidimensional measure of service recovery strategy

2014 ◽  
Vol 28 (4) ◽  
pp. 300-310 ◽  
Author(s):  
Rania Mostafa ◽  
Cristiana R. Lages ◽  
Maria Sääksjärvi
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Telecommunications Industry ◽  
Comprehensive Assessment ◽  
Response Effort ◽  
Recovery Strategy ◽  
Content Type ◽  
Path Modelling ◽  
Individual Strategies ◽  
Formative Index

Purpose – This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date does not present a comprehensive assessment of service recovery strategy. It also lacks a clear picture of the service recovery actions at managers’ disposal in case of failure and the effectiveness of individual strategies on customer outcomes. Design/methodology/approach – Based on service recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt. Findings – The CURE scale (CUstomer REcovery scale) presents evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that problem-solving, speed of response, effort, facilitation and apology are the actions that have an impact on the customer’s satisfaction with service recovery. Practical implications – This new formative index is of potential value in investigating links between strategy and customer evaluations of service by helping managers identify which actions contribute most to changes in the overall service recovery strategy as well as satisfaction with service recovery. Ultimately, the CURE scale facilitates the long-term planning of effective complaint management. Originality/value – This is the first study in the service marketing literature to propose a comprehensive assessment of service recovery strategy and clearly identify the service recovery actions that contribute most to changes in the overall service recovery strategy.

scholarly journals APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH

2019 ◽  
Vol 21 (1) ◽  
pp. 41-50
Author(s):  
Resekiani Mas Bakar ◽  
Nurul Hidayati ◽  
Inastuti Retno Giffani
Keyword(s):  
Service Provider ◽  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
The Other ◽  
Service Process ◽  
Recovery Strategy ◽  
Compensation Strategy

The service provider could not totally guarantee the service process without any failure at all. This study aims to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. The service recovery strategy is performed in three types of vignette: apology, compensation, and apology-compensation. Vignette was given to 94 participants who have encountered service of airline. The result of ANOVA shows that apology compensation achieves the highest score relates to forgiveness. The interesting result of this study shows that even the customers forgive the service provider due to the service failure they did, this cannot diminish the intention of negative WOM. This study offers an implication to the company in order to pay attention regarding the compensation and the spread of negative WOM to the other customers

scholarly journals Too Good to Be True? Boundary Conditions to the Use of Downward Social Comparisons in Service Recovery

2018 ◽  
Vol 21 (4) ◽  
pp. 438-455 ◽  
Author(s):  
Paolo Antonetti ◽  
Benedetta Crisafulli ◽  
Stan Maklan
Keyword(s):  
Boundary Conditions ◽  
Social Comparison ◽  
Service Failure ◽  
Service Recovery ◽  
Social Comparisons ◽  
Frontline Employees ◽  
Persuasion Knowledge ◽  
Recovery Strategy ◽  
Knowledge Theory ◽  
Service Experiences

Evidence shows that downward social comparisons (DSCs), messages delivered by frontline employees describing how service experiences turned out even worse for others, can reduce customers’ anger following a service failure. This study contributes to the literature on DSCs and service recovery by highlighting pitfalls associated with the use of these messages in service recovery and showing the conditions necessary for their effectiveness. Building on persuasion knowledge theory, we show that customers draw manipulative inferences about DSCs because of the perceived bias associated with the source of the message and the implicit derogation of a competitor that DSCs entail. To reduce inferences of manipulative intentions, frontline employees should both accompany DSC messages with intense apologies and use self-derogation to reduce the perception that they are criticizing another firm. Past claims on the generalized effectiveness of DSCs need to be revised. Managers should craft social comparison messages carefully to avoid negative reactions from customers. Our research indicates that once adapted to address these concerns, DSCs can be an effective recovery strategy among individuals with a strong need for social comparison information.

Would compensation be necessary? The importance of service recovery strategy in e-retail delivery problems

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erlinda Nusron Yunus
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Recovery Strategy ◽  
Content Type ◽  
Repurchase Intentions ◽  
Subsequent Test ◽  
Service Failures ◽  
Recovery Strategies ◽  
Online Shoppers ◽  
The Impact

PurposeThis study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.Design/methodology/approachThis study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.FindingsThe findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.Research limitations/implicationsThe study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.Practical implicationsGiven proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.Originality/valueThis paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.

scholarly journals Customer’s repurchase intensions following service recovery: A conceptual model

2021 ◽  
Vol 124 ◽  
pp. 09006
Author(s):  
Muhammad Mazhar ◽  
Ting Ding Hooi
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Effective Strategy ◽  
Recovery Strategy ◽  
Repurchase Intentions ◽  
Comprehensive Service ◽  
Customer Defection ◽  
Recovery Strategies ◽  
Key Driver ◽  
Financial Transactions

An effective strategy of service recovery that prevents customer defection after service failure is a powerful managerial instrument. The values that a customer associates and considers with repurchasing after service recovery has changed due to globalization. Although service recovery has been identified as a key driver to retain the customers, yet the effectiveness of service recovery is unclear. The literature did not offer a comprehensive service recovery strategy that can be implemented universally. Owing to varying comments on the effectiveness of service recovery, its generalizability is questionable. Grudge produced in the response of service failure that cannot be compensated with financial transactions. This study will check whether service recovery has any impact on customer’s repurchase intentions when customer has grudges and available substitutes. The findings of this research will help the managers and practitioners to allocate their resources in a proper way. Furthermore, this study will help to understand money or extrinsic compensation is not everything. Therefore, there will be some consideration beyond the materialist compensation. It will open up new avenues for researchers to view service recovery strategies with a different angle.

Priority Factors of Service Recovery Strategy in Distribution Channel

2015 ◽  
Vol 17 (2) ◽  
pp. 97
Author(s):  
Sang-Lin Han ◽  
Kyung Sik Jung ◽  
Myoung Soung Lee ◽  
Jong Won Lee
Keyword(s):  
Service Recovery ◽  
Distribution Channel ◽  
Recovery Strategy

Explanation information and source in service recovery initiatives

2014 ◽  
Vol 28 (4) ◽  
pp. 311-318 ◽  
Author(s):  
Thomas Baker ◽  
Tracy Meyer
Keyword(s):  
Source Credibility ◽  
Positive Impact ◽  
Service Failure ◽  
Empirical Studies ◽  
Service Recovery ◽  
Positive Outcome ◽  
Frontline Employees ◽  
Full Account ◽  
Content Type ◽  
Service Failure And Recovery

Purpose – The purpose of this paper is to specifically consider two interactional aspects that are likely to contribute to the success of an explanation of why a service failed: the adequacy of information provided and role of the person providing the information. Design/methodology/approach – Two empirical studies were conducted using a between-subjects 2 (information: low vs high) × 2 (employee: frontline vs manager) experimental design. The first study was designed to better understand when the information provided might have a more positive impact on the customer. The second study was conducted to understand why the effects exist. Findings – In Study 1, an interaction effect was seen that suggests that the most positive outcome is when the manager (vs the frontline employee) provides a full explanation (vs limited explanation) of the mishap. Results from Study 2 indicate that source credibility is in play. Research limitations/implications – Participants were asked to respond to service failure and recovery scenarios using the same service context. The means of the outcome variables suggest that the recovery effort could be improved upon with other methods. Practical implications – Contrary to suggestions that frontline employees be responsible to resolve service failures, our studies reveal that service recovery initiatives involving an explanation only are best received when the manager provides the customer a full account of what went wrong. Originality/value – This research provides empirical evidence of when and why more information regarding the cause of a service failure is most positively received by the customer.

Service recovery for moderate and high involvement services

2015 ◽  
Vol 29 (5) ◽  
pp. 331-343 ◽  
Author(s):  
Silke Bambauer-Sachse ◽  
Landisoa Eunorphie Rabeson
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Failure ◽  
Service Recovery ◽  
Level Of Service ◽  
High Involvement ◽  
Content Type ◽  
Failure Severity ◽  
Future Consumption ◽  
Practical Implications

Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings – The results reveal that, for moderate-involvement services, all types of compensation are equally appropriate, except for when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit. For high-involvement services, the more severe the failure, the higher the benefit of tangible compensation should be, independent of responsibility. Practical implications – The findings suggest that managers should consider the level of service involvement as well as responsibility for and severity of the failure when choosing the level of tangible compensation. Originality/value – The results of this study provide new insights into how to choose appropriate and efficient service recovery measures.

Sign in / Sign up

Export Citation Format

Share Document