Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency

At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional intelligence and emotional labor (surface behavior and deep behavior) on the effect of service recovery. The results show that the emotional intelligence of OTA employees has a positive impact on the surface behavior and deep behavior; the emotional intelligence and deep behavior of employees have a significant positive impact on service recovery satisfaction, but the positive impact of employees’ surface behavior on service recovery satisfaction is not statistically significant; finally, service recovery satisfaction has a positive impact on customer loyalty. This study helps to better explain the mechanism of OTA service recovery effect and provides a theoretical reference for improving the service recovery effect of OTA.

Interactive app-based services: Recovery evaluations and the mediating role of satisfaction in the relationship between customer-brand engagement and electronic word of mouth

Based on the theory of co-creation and resource-based theory, this study examines the differential impact of varying levels of customer participation in service recovery (firm, customer, and joint) on recovery satisfaction, customer-brand engagement (CBE), and electronic-word of mouth (e-WoM). Besides, using social exchange theory, this study examines the mediating role of consumers’ recovery satisfaction in the relationship between the types of service recovery and electronic word of mouth (e-WoM). The data to accomplish the research objectives was collected from 495 customers of interactive food delivery apps in India. The experimental design was used to collect the data. The multivariate analysis of variance (MANOVA) and PROCESS macro techniques were used to test the hypotheses. The findings suggest that joint recovery results in better recovery evaluations such as CBE, recovery satisfaction, and e-WoM. Also, recovery satisfaction mediated the relationship between CBE and e-WoM. These findings provide empirical evidence for the linkages among the theory of co-creation, resource-based theory, and social exchange theory. The marketers of interactive food delivery apps may use these findings to ascertain which recovery type they should emphasize to improve recovery satisfaction. Moreover, they are encouraged to take steps for improving recovery satisfaction as CBE affects e-WoM through recovery satisfaction.

The role of switching cost in the e-service recovery framework among banking customers

Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

Perceived Interactional Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

This study examined perceived interactional justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. This study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that interactional justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the study area should focus more attention to interactional justice by ensuring prompt response, politeness, listening to customer’s complaints individually, and makes good efforts to tackle the complaints in a satisfactory manner.

Perceived Distributive Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

This study examined perceived distributive justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. The study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that distributive justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the zone should organize regular training programmes for their staff on how to work with emerging aviation technologies so as to minimize errors and reduce costs that are associated with compensation.