scholarly journals THE ROLE OF CULTURE ON SERVICE FAILURE PERCEPTIONS AND SERVICE RECOVERY EXPECTATIONS IN RESTAURANTS

2021 ◽  
Author(s):  
Mustafa ÜLKER ◽  
Ramazan Pars ŞAHBAZ ◽  
Kurtuluş KARAMUSTAFA
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Recovery Expectations

scholarly journals A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

2019 ◽  
Vol 64 ◽  
pp. 74-84
Author(s):  
Chih-Hung PAI ◽  
Kuo-Min KO ◽  
Troy SANTOS
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Market Research ◽  
Service Failure ◽  
Service Recovery ◽  
Business Research ◽  
Consumer Services ◽  
Online Brand Community ◽  
The Impact

Akamavi, R K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. Baldus, B.J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. Boo, H.V. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of Asian Behavioural Studies, 2(2), 67-77. Bowen, T.J., & Chen, S.L. (2015). Transitioning Loyalty Programs: A Commentary on the Relationship Between Customer Loyalty & Customer Satisfaction. International Journal of Contemporary Hospitality Management, 27(3), 415-430. Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112. Chang, J.H. (2017). The role of relationship on time and monetary compensation. The Service Industries Journal, 37, 915-935. Fan, A., Mattila, A.S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Health Policy and Management, 47, 35-42. Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: a study of Iranian online shoppers. Journal of Retailing and Consumer Services, 31, 127-142. Guo, L., Lotz, S.L., Tang, C., & Gruen, T.W. (2015). The role of perceived control in customer value cocreation and service recovery evaluation. Journal of Service Research, 19(1), 39-56. Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2015). The dark side of customer co-creation: exploring the consequences of failed co-created services. The Journal of the Academy of Marketing Science, 43(3), 279-296. Hsu, C.L., & Lin, J.C.C. (2016). Effect of perceived value and social influences onmobile app stickiness and in-app purchase intention.Technological Forecasting and Social Change, 108, 42-53. Kashif, M., Zarkada, A., & Ramayah, T. (2016).The impact of attitude, subjective norms, and perceived behavioural control on managers’ intentions to behave ethically. Total Quality Management & Business Excellence, 29(5-6), 1-21. Li, M., Qiu, S.C., & Liu, Z., (2016). The Chinese way of response to hospitality service failure: The effects of face and guanxi. International Journal Hospital Management, 57, 18-29. Liu, S.Q., & Mattila, A.S. (2015). “I Want to Help” versus “I Am Just Mad” how affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213-222. Oman, B., Pepur, M., & Arneric, J. (2016). The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46. Ozuem, W., Patel, A., Howell, K.E. & Lancaster, G. (2016). An Exploration of Consumers' Response to Online Service Recovery Initiatives. International Journal of Market Research, 59(1), 97-115. Park, J., & Ha, S. (2016). Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses. Journal of Retailing and Consumer Services, 28, 310-316. Rezaei, S., Shahijan, M.K., Amin, M., & Ismail, W.K.W. (2016). Determinants ofapp stores continuance behavior: A pls path modellingapproach. Journal of Internet Commerce, 15(4), 408-440. Sengupta, S.A., Balaji, M., & Krishnan, B.C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674. Sloan, S., Bodey, K., & Gyrd-Jones, R. (2015). Knowledge sharing in online brand communities. Qualitative Market Research: An International Journal, 18(3), 320-345. Tan, C., Benbasat, I. & Cenfetelli, R.T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. MIS Quarterly, 40(1), 1-31. Van Vaerenbergh, Y., & Orsingher, C. (2016). Service Recovery: An Integrative Framework and Research Agenda. The Academy of Management Perspectives, 30(3), 328-346. Varela, J.C.S., Svensson, G., Brambilla, F.R., & Oliveros, M.E.G. (2015) Perceived Justice & Emotions in a Negative Service Encounter: A Latin American Perspective. In: Kubacki K. (eds). Ideas in Marketing: Finding the New and Polishing the Old. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer. Vyas, V. & Raitani, S. (2015). A Study of the Impact of Relationship Marketing on Cross-Buying. Journal of Relationship Marketing, 14(2), 79-108. Weber, K., Sparks, B., & Hsu, C.H. (2016). The effects of acculturation, social distinctiveness, and social presence in a service failure situation. International Journal Hospital Management, 56, 44-55. Wu, J., Huang, L., Zhao, J.L., & Hua, Z. (2015).The deeper, the better? Effect of online brand community activity on customer purchase frequency. Information & Management, 52(7), 813-823. Yang, A., Chen, Y., & Huang, Y. (2017). Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation. Asia Pacific Journal of Tourism Research, 22(7), 735-746. Zhang, H., Zhang, K.Z., Lee, M.K., & Feng, F. (2015). Brand loyalty in enterprise microblogs: Influence of community commitment, IT habit, and participation. Information Technology & People, 28(2), 304-326.

Consumer attitude towards service failure and recovery in higher education

2015 ◽  
Vol 23 (1) ◽  
pp. 67-85 ◽  
Author(s):  
Hardeep Chahal ◽  
Pinkey Devi
Keyword(s):  
Higher Education ◽  
Service Failure ◽  
Service Recovery ◽  
Consumer Attitude ◽  
Quantitative Methodology ◽  
Content Type ◽  
Computer Lab ◽  
Service Failures ◽  
Service Failure And Recovery

Purpose – This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular. Design/methodology/approach – The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling. Findings – The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures. Research limitations/implications – The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results. Originality/value – This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.

scholarly journals Co-creating service recovery after service failure: The role of brand equity

2017 ◽  
Vol 74 ◽  
pp. 101-109 ◽  
Author(s):  
Simon Hazée ◽  
Yves Van Vaerenbergh ◽  
Vincent Armirotto
Keyword(s):  
Brand Equity ◽  
Service Failure ◽  
Service Recovery

The Role of Service Recovery in Online Privacy Violation

2019 ◽  
pp. 1498-1527
Author(s):  
Bidyut B Hazarika ◽  
James Gerlach ◽  
Lawrence F. Cunningham
Keyword(s):  
Perceived Risk ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Online Privacy ◽  
Repurchase Intentions ◽  
Consumer Complaints ◽  
Recovery Strategies ◽  
Privacy Violation

In this study, the authors address the question of whether firms may successfully pursue service recovery strategies after severe online privacy violations. The study treats online privacy violations as a service failure and uses justice theory to measure repurchasing intention after consumer complaints in three different scenarios. The three scenarios differ in the sense that the accountability and the outcome of the service failure are different. The results indicate that despite the different instances of online privacy violation in each scenario, the service recovery efforts consistently created satisfaction with service recovery, significantly increased consumer trust, decreased perceived risk and increased repurchase intentions. The study finds that that both distributive and procedural justice plays an important role in online service recovery while interactional justice did not have any impact. Finally, even in cases of severe online privacy violation service recovery plays an important role generating repurchase intentions.

The Role of Service Recovery in Online Privacy Violation

2018 ◽  
Vol 14 (4) ◽  
pp. 1-27
Author(s):  
Bidyut B Hazarika ◽  
James Gerlach ◽  
Lawrence Cunningham
Keyword(s):  
Perceived Risk ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Online Privacy ◽  
Consumer Trust ◽  
Repurchase Intentions ◽  
Consumer Complaints ◽  
Privacy Violation

In this study, the authors address the question of whether firms may successfully pursue service recovery strategies after severe online privacy violations. The study treats online privacy violations as a service failure and uses justice theory to measure repurchasing intention after consumer complaints in three different scenarios. The three scenarios differ in the sense that the accountability and the outcome of the service failure are different. The results indicate that despite the different instances of online privacy violation in each scenario, the service recovery efforts consistently created satisfaction with service recovery, significantly increased consumer trust, decreased perceived risk and increased repurchase intentions. The study finds that that both distributive and procedural justice plays an important role in online service recovery while interactional justice did not have any impact. Finally, even in cases of severe online privacy violation service recovery plays an important role generating repurchase intentions.

THE ROLE OF PERSONALITY TRAITS IN ONLINE CONSUMER COMPLAINT BEHAVIOR AND SERVICE RECOVERY EXPECTATION

2008 ◽  
Vol 36 (9) ◽  
pp. 1223-1232 ◽  
Author(s):  
Jen-Hung Huang ◽  
Chiao-Chen Chang
Keyword(s):  
Personality Traits ◽  
Service Failure ◽  
Service Recovery ◽  
Type A ◽  
Consumer Complaint ◽  
Service Failures ◽  
Recovery Expectations ◽  
Service Failure And Recovery ◽  
Managerial Implications ◽  
Complaint Behavior

To date, the literature on service failure and recovery has tended to be focused on bricks-and-mortar stores. In this study the relationships among service failures, consumer complaint behaviors, and service recovery expectations in an online setting were investigated. Data were collected from 252 respondents in a questionnaire survey. Results of multiple regression analysis show that personality traits in terms of Type A and locus of control may moderate the relationships among e-service failures, consumer complaint behaviors, and service recovery expectations. When e-service failures occur, Type A and internally oriented consumers engage in aggressive complaint behaviors and expect high service recovery efforts. Conversely, Type B and externally oriented consumers tend to tolerate e-service failures and refrain from complaining. Finally, theoretical and managerial implications are discussed.

scholarly journals Relationship intention and satisfaction following service recovery: The mediating role of perceptions of service recovery in the cell phone industry

2015 ◽  
Vol 18 (4) ◽  
pp. 608-628 ◽  
Author(s):  
L Kruger ◽  
P Mostert ◽  
LT De Beer
Keyword(s):  
South African ◽  
Cell Phone ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Mediating Role ◽  
Complementary Role ◽  
Fierce Competition ◽  
The Relationship

In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure. It is therefore essential for cell phone network providers to offer effective service recovery when they attempt to restore customer satisfaction following service failure. As it has been argued that relationships between customers and service providers should be considered a key determinant of the service recovery required to restore post-recovery attitudes and behavioural intentions, the purpose of this study was to determine the relationships between South African cell phone customers’ relationship intentions, their perceptions of service recovery and their satisfaction following service recovery. Personal in-home interviews were conducted to collect data from 605 cell phone customers residing in the Johannesburg metropolitan area. In addition to the significant positive relationships found between cell phone users’ relationship intentions, perceived service recovery and satisfaction after service recovery, this study found that perceived service recovery played a mediating role in the relationship between relationship intention and satisfaction following service recovery. The study concludes that, although a direct relationship exists between relationship intention and satisfaction following service recovery, perceived service recovery plays an additional indirect complementary role in this relationship. It is recommended that, in addition to focusing their relationship efforts on customers with relationship intentions, cell phone network providers also offer positively perceived service recovery to these customers, as this would lead to greater satisfaction following service recovery.

scholarly journals PENGARUH SERVICE FAILURE SEVERITY TERHADAP KEPUASAN, KEPERCAYAAN, KOMITMEN DAN NEGATIF WORD OF MOUTH

2010 ◽  
Vol 3 (1) ◽  
pp. 53
Author(s):  
Linda Desafitri RB
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Negative Word ◽  
Interactive Effects ◽  
Main Effect ◽  
Failure Severity ◽  
Customer Trust

<span><em>The background of this research was to investigate the main and interactive effects of the severity </em><span><em>of the service failure, specifically investigate the main effect of service failure severity on satisfaction,</em><span><em>trust, commitment, and negative word of mouth. This investigation of the role of the severity</em><br /><span><em>construct will aid researchers and managers in better understanding and managing the service </em><span><em>recovery process under different conditions.</em><br /><span><em>The objectives of this research is to extends previous research by investigating the role of service </em><span><em>failure severity within the existing framework of customer’s post-recovery evaluation and their </em><span><em>future relationship with a service provider.</em><br /><span><em>The design of this research applies a survey toward unit analysis on customer Auto2000 Jakarta, </em><span><em>which involved 142 respondent.the number of sample being respondent in this research. Meanwhile, </em><span><em>the required data consist of five variables : service failure severity, satisfaction, trust, commitment</em><br /><span><em>and negative word of mouth.</em><br /><span><em>The result of the study concludes that service failure severity has a significant main effect on </em><span><em>satisfaction with service recovery. Despite the positif influence of a strong recovery on </em><span><em>satisfaction,there remained a negatif influence on satisfaction as a result of a more severe service</em><br /><span><em>failure. In addition , the severity of a service failure also had a main effect on customer trust, </em><span><em>commitment and the likelihood of engaging in negative word of mouth after the service failure.</em><br /><span><em>Keywords : </em><span><em>Service failure severity, satisfaction, trust, commitment and negative word of mouth</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>

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