The Relationship between Recovery Fairness, Satisfaction of Recovery, Customer Sentiment, and Re-visit Intent after Service Failure of Restaurant Businesses

2021 ◽  
Vol 25 (1) ◽  
pp. 417-439
Author(s):  
Yoonseo Kim ◽  
◽  
Yangsuk Kim ◽  
Hyoungchul Shin
Keyword(s):  
Service Failure ◽  
The Relationship

scholarly journals Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry

2021 ◽  
Vol 18 (5) ◽  
pp. 2488
Author(s):  
Hyunseok Song ◽  
Kevin K. Byon
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Power Distance ◽  
Moderating Effect ◽  
Main Experiment ◽  
Manipulation Check ◽  
Fitness Center ◽  
Service Failures ◽  
The Relationship ◽  
Power Distance Belief

This study was designed to examine the moderating effects of the power–distance belief (PDB) on the relationship between employees’ service failures and customers’ transactional and non-transactional outcomes in a fitness center context. To test the relationships among these variables, we employed two pretests and a main experiment. In Pretest 1, a critical incident technique (CIT) was used to identify the employees’ service failure situations in fitness centers. Then, in Pretest 2, we developed two written scenarios that described employees’ service failures according to low and high severity and confirmed the differences between these two scenarios with a manipulation check. In the main experiment, we employed scenarios to examine the relationships among service failures’ severity, PDB, and customers’ non-transactional and transactional outcomes. We used Hayes’ PROCESS macro to test the PDB’s single moderating effect on the relationship between the service failures’ severity and the customers’ responses. According to the results, the moderating effect on the relationship between the service failures’ severity and fitness center customers’ non-transactional and transactional behaviors was confirmed. We extended the understanding of fitness center customers’ reactions, depending upon individual PDB to service failures, by comparing low- and high-service failure situations. Our findings also suggest that segmenting fitness center customers may help managers recognize that their customers’ varying responses depend on PDB.

scholarly journals Decomposition of M/M/1 With Unreliable Service and a Working Vacation

2020 ◽  
Vol 9 (1) ◽  
pp. 63
Author(s):  
Joshua Patterson ◽  
Andrzej Korzeniowski
Keyword(s):  
Closed Form ◽  
Failure Rate ◽  
Waiting Time ◽  
Queue Length ◽  
Service Failure ◽  
Working Vacation ◽  
Stationary Queue Length ◽  
Stationary Waiting Time ◽  
Relationship Of ◽  
The Relationship

We use the stationary distribution for the M/M/1 with Unreliable Service and aWorking Vacation (M/M/1/US/WV) given explicitly in (Patterson & Korzeniowski, 2019) to find a decomposition of the stationary queue length N. By applying the distributional form of Little's Law the Laplace-tieltjes Transform of the stationary customer waiting time W is derived. The closed form of the expected value and variance for both N and W is found and the relationship of the expected stationary waiting time as a function of the service failure rate is determined.

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.

scholarly journals Discussion of Consumers’ Body Satisfaction: Focused on Purchasing Decision and Service Satisfaction

2019 ◽  
pp. 127-133
Author(s):  
Jessie Coronel ◽  
Hao Weng ◽  
Min Chung Han
Keyword(s):  
Body Satisfaction ◽  
Direct Relationship ◽  
Service Failure ◽  
Self Esteem ◽  
Service Satisfaction ◽  
Purchasing Decisions ◽  
Purchasing Intention ◽  
The Relationship ◽  
Clothing Choices ◽  
Shed Light

Clothing choice has been a way for consumers to express their individuality and the possibility to boost their self-esteem. Despite the amount of prior research conducted regarding body satisfaction and individuals clothing choices, little is known about consumers’ body satisfaction and its impact on their clothing purchasing decisions. Thus, this study tries to shed light on the relationship between consumers’ body satisfaction and its impact on their purchasing intentions. The objective of this study is to identify whether consumers’ body satisfaction would influence their service satisfaction at retail stores when service failure of wrong size clothing recommendations has occurred. Additionally, in this study, gender differences in body satisfaction and purchasing intention is tested. The research identifies that body satisfaction to service satisfaction and service satisfaction to purchasing intention have a direct relationship with each other. Body satisfaction and purchasing intention do not have a direct relationship with each other. Notably, this study also finds that body satisfaction is higher in males but presented no gender difference in purchasing intention after the service failure.

scholarly journals THE INFLUENCE OF BRAND ATTITUDE ON BEHAVIORAL INTENTION IN THE CONTEXT OF NATIONAL CARRIER’S SERVICE FAILURE

2021 ◽  
Vol 34 (1) ◽  
pp. 193-196
Author(s):  
Owais B. AL-GHARAIBEH ◽  
◽  
Ahmad Azmi M. ARIFFIN ◽  
Keyword(s):  
Behavioral Intention ◽  
Service Failure ◽  
Causal Attribution ◽  
Sampling Technique ◽  
Two Dimensions ◽  
Brand Attitude ◽  
Brand Attitudes ◽  
Service Failures ◽  
Airline Passengers ◽  
The Relationship

Studies on the service failures involving a national carrier are still very limited. This present study strives to investigate the relationship between brand attitudes and behavioral intentions in the context of national carrier’s service failures as well as the moderating effect of causal attribution on the above main relationship. Data were collected from 419 airline passengers using the purposive sampling technique. Path analysis was used to analyze the data. The effect of brand attitude on behavioral intention is found to be positive significantly. The results also showed that out of the two dimensions of causal attribution, only stability moderates the relationship between brand attitudes on behavioral intention.

scholarly journals The Relationship between Service Failure and Service Recovery with Airline Passenger Satisfaction

2020 ◽  
Vol 1529 ◽  
pp. 022062
Author(s):  
Siti Rapidah Omar Ali ◽  
Nur Shafini Mohd Said ◽  
Fatanah Jislan ◽  
Khalid Amin Mat ◽  
Wan Nini Maisarah Wan Aznan
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Passenger Satisfaction ◽  
Airline Passenger ◽  
The Relationship

Examining the influence of forgiveness and its antecedents on consumer behavior: the moderating role of service failure severity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ramakrishna Salagrama ◽  
Sanjeev Prashar ◽  
Sai Vijay Tata
Keyword(s):  
Affective Commitment ◽  
Service Failure ◽  
Negative Influence ◽  
Point Of View ◽  
Content Type ◽  
Repurchase Intentions ◽  
Failure Severity ◽  
Coping Model ◽  
The Relationship

PurposeThis study aims to investigate antecedents of forgiveness from the non-complainers point of view after a service failure in India.Design/methodology/approachThis study bases itself on the theoretical foundations of the Cognitive Emotive Coping model. In the first study, a survey-based design was used for soliciting responses from 291 respondents. An experimental research design was undertaken in the second study, and data were recorded from 120 respondents. Data were analysed using both SPSS and AMOS.FindingsAll the antecedent variables, except, affective commitment was found to influence forgiveness significantly. Further, forgiveness also positively influenced repurchase intentions and had a negative influence on negative word-of-mouth. The findings also suggest that the service failure severity effectively moderates the relationship between empathy and forgiveness.Originality/valueThis paper extends the cognitive emotive coping model from the non-complainers point of view by adding relational constructs to it. This study observes that affective commitment is not necessarily related to forgiveness in contrast to existing literature. The relationship between empathy and forgiveness is stronger when failure severity is low.

Investigating the Relationship between Knowledge and Complaint Behaviour among Motor Vehicle Repairs Consumers in Shah Alam, Malaysia

2014 ◽  
Vol 2 (2) ◽  
pp. 61-68
Author(s):  
Azmi Mat ◽  
Zarina Abdul Munir ◽  
Nur Liana Kori
Keyword(s):  
Service Industry ◽  
Motor Vehicle ◽  
Tertiary Education ◽  
Service Failure ◽  
Consumer Complaint ◽  
The Past ◽  
Industry Type ◽  
Service Centre ◽  
The Relationship ◽  
Self Administered Questionnaire

This study aims to determine the relationship between consumer's knowledge and consumer complaint behaviour. Methodology/Technique – Data were collected using self-administered questionnaire among 400 respondents who sent their cars for servicing at eight selected service centres representing four top car brands sold in the country for the year 2011. Only those who had experienced a service failure within the past twelve months with the respective service centre were selected as respondents. Findings –It was found that, 60.8 per cent of the respondents were female with an average of 28.5 years old and the majority of the respondents had tertiary education level. The result indicates, that there is a positive significant relationship between consumer's knowledge and complaint behaviour. Novelty – Studies on consumer complaint behaviour that have been conducted in Malaysia are relatively few especially concerning on complaint behaviour in motor vehicle repair and service industry. Type of Paper Empirical Keywords: Complaint behaviour; dissatisfaction; consumer's knowledge

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