scholarly journals Understanding service recovery satisfaction from a service encounter perspective: A pilot study

2007 ◽  
Vol 38 (2) ◽  
pp. 41-51 ◽  
Author(s):  
C. Boshoff
Keyword(s):  
Social Psychology ◽  
Pilot Study ◽  
Service Provider ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Negative Word ◽  
Service Encounter ◽  
The Social ◽  
Psychology Theory ◽  
Physical Features

When a service provider fails to meet the expectations of customers during a so-called service encounter, the resultant disconfirmation can lead to a series of negative outcomes such as defection and negative word-of-mouth. Often, however, errant firms are afforded a second opportunity by complaining customers to rectify their misdemeanours – a practice referred to as service recovery. Service marketers’ understanding of service recovery is, however, limited. This study investigates service recovery from a service encounter perspective by considering the influence of what the complaining customer can visually see during the encounter. The underlying premise of the study is that, during the service encounter the complaining customer is exposed to stimuli such as the physical features and appearance of the service provider and these features can influence their assessment of the service firm’s efforts to resolve their complaint.By drawing on social psychology theory this study investigates whether what a complaining customer sees during the service encounter (what the service provider looks like) influences their satisfaction with the service recovery efforts of the firm. The empirical results of this pilot study do not support the general contention of the social psychology theories investigated in this study.

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 Pengaruh Media Sosial Twitter Terhadap Wawasan Kebangsaan Remaja Indonesia dari Perspektif Psikologi Sosial

2021 ◽  
Vol 3 (3) ◽  
pp. 230-235
Author(s):  
Nayla Rizqiyah ◽  
Dinie Anggraeni Dewi
Keyword(s):  
Social Psychology ◽  
Social Media ◽  
Case Study Method ◽  
Public Figures ◽  
The Social ◽  
Psychology Theory ◽  
Twitter Users ◽  
Main Instrument ◽  
And Behavior

The stage of human development in psychology is divided into several phases. In this case, the social psychology theory of development and behavior will be used to explore the patterns of social media influence. By using the case study method, this study aims to determine how the influence of Twitter social media on the national insight of adolescents. According to Erikson, adolescence begins at the age of 15-20 years. The main instrument that influences the national insight of the younger generation today is content from Twitter users themselves, as well as from influencers or public figures who provide knowledge or introduce new mindsets in dealing with national issues. Sometimes it is just to add the national insight that Twitter users have. The purpose of writing this article is to find out how teenage Twitter users are able to accept existing content and how it affects their national insight

Do service firm employee and customer relations matter for customer forgiveness in service recovery?

2019 ◽  
Vol 31 (4) ◽  
pp. 1216-1232 ◽  
Author(s):  
Lakhi Muhammad ◽  
Gul-e-Rana Gul-e-Rana
Keyword(s):  
Social Capital ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Customer Relations ◽  
Service Recovery ◽  
Negative Word ◽  
Equation Modeling ◽  
Content Type ◽  
Service Firm ◽  
Cognitive Social Capital

PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable data from 428 banking customers who registered their complaint recently.FindingsResults show that structural, relational and cognitive social capital explained a unique variance in customer forgiveness with significant positive influence, whereas customer forgiveness has a significant positive effect on repatronage intentions and a significant negative influence on negative word of mouth.Originality/valueCustomer forgiveness is a convincing idea in service recovery. This study proposed and empirically verified that social capital in relations of service firm employee and customer relations is important for customer forgiveness to minimize negative word of mouth and enhance repatronage intentions.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2020 ◽  
pp. 49-68
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2021 ◽  
pp. 1373-1392
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

Moral judgment and perceived justice in service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ke Ma ◽  
Xin Zhong
Keyword(s):  
Moral Judgment ◽  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
Mediation Effects ◽  
Content Type ◽  
Perceived Justice ◽  
Study Approach ◽  
Monetary Compensation

PurposeThe purpose of this study is to examine the effect of perceived justice and consumer's moral judgment of a service failure on recovery outcomes.Design/methodology/approachThe research model is examined by adopting a field study approach followed by an experiment. The SPSS program with the PROCESS tool was used to analyze the simple moderation and moderated mediation effects.FindingsThe research findings show that consumer's moral judgment of a service failure moderates the relationship between service recovery (psychological compensation vs monetary compensation) and recovery outcomes (recovery satisfaction, negative word of mouth and repurchase intention). Moreover, the conditional indirect effect of service recovery on recovery outcomes through perceived justice is significant when service failure is seen as less moral. Specifically, consumers report lower perceived justice and react negatively to recovery measures when service failure is seen as less moral. In contrast, when consumers perceive a service failure as moral, a psychological compensation outperforms a monetary compensation, lessening negative word of mouth (NWOM).Originality/valueThese findings provide important insights into recovery measure development when considering consumer moral perspectives.

Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1036-1054 ◽  
Author(s):  
Lakhi Muhammad ◽  
Batiah Mahadi ◽  
Nazimah Hussin
Keyword(s):  
Social Capital ◽  
Relationship Satisfaction ◽  
Word Of Mouth ◽  
Banking Industry ◽  
Service Recovery ◽  
Negative Word ◽  
Equation Modeling ◽  
Content Type ◽  
Structural Social Capital ◽  
Patronage Intentions

Purpose The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery. Design/methodology/approach A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed for data analysis. Findings Results demonstrate that all three facets of social capital have a significant positive impact on relationship satisfaction. However, relationship satisfaction enhances customer re-patronage intentions and restrains negative word-of-mouth intentions. Practical implications Findings are important for service firms, particularly for banks to adjust their service recovery strategies. Originality/value The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions.

scholarly journals Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110407
Author(s):  
Phimai Nuansi ◽  
Piya Ngamcharoenmongkol
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Negative Word ◽  
Analysis Of Covariance ◽  
Customer Complaint ◽  
Customer Evaluation ◽  
Customer Evaluations ◽  
Research Findings ◽  
Voice Service

Customer complaint or customer voice has been recognized as a key response to service failure that activates service recovery. This study aims at investigating how managing customer voice affects service recovery evaluation. Building on the concept of initiation, this study conceptualizes three conditions of service recovery, namely, service recovery based on customer-initiated voice, service recovery based on firm-initiated voice, and service recovery based on no voice. Using an experimental design, the present study investigates how customer evaluations of service recovery vary across voice initiation conditions. The multivariate analysis of covariance (MANCOVA) reveals that firm-initiated voice, compared with customer-initiated voice, elevates customer perceived justice and satisfaction while diminishing negative word-of-mouth intention. The research findings emphasize the necessity to activate customer’s voice following a service encounter so that service failure can be identified and addressed, which helps in improving customer evaluation of service recovery attempts.

scholarly journals Perilaku Sosial Tokoh Utama Dalam Novel Pengakuan Pariyem Karya Linus Suryadi

2018 ◽  
Vol 1 (1) ◽  
pp. 29-44
Author(s):  
Alfian Rokhmansyah
Keyword(s):  
Social Psychology ◽  
Qualitative Research ◽  
Social Interaction ◽  
Social Behavior ◽  
Interpersonal Theory ◽  
Interpersonal Relation ◽  
Main Character ◽  
The Social ◽  
Psychology Theory ◽  
Descriptive Method

This study aims to reveal the social behavior and the factors that influence the social behavior of the main character in Pengakuan Pariyem novel by Linus Suryadi. To achieve these goals, this study used social psychology theory and interpersonal theory (FIRO—Fundamental Interpersonal Relation-Orientation) popularized by William C. Schultz. This research is a qualitative research and descriptive method with psychology of literature studies. The results showed that when viewed from the type of inclusion, Pariyem was a figure who had social behavior. Social behavior found in Pariyem arises from his social interaction with several figures.

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