An Application of Contrast Effects on Service Recovery Process; A Preliminary Result in Taiwan

2011 ◽  
Author(s):  
Hua-Hung Weng ◽  
Chin-Yu Kao
Keyword(s):  
Service Recovery ◽  
Recovery Process ◽  
Contrast Effects

Interactivity in online chat: Conversational cues and visual cues in the service recovery process

2021 ◽  
Vol 60 ◽  
pp. 102360
Author(s):  
Yingying Huang ◽  
Dogan Gursoy ◽  
Meng Zhang ◽  
Robin Nunkoo ◽  
Si Shi
Keyword(s):  
Visual Cues ◽  
Service Recovery ◽  
Recovery Process ◽  
Online Chat ◽  
Conversational Cues

scholarly journals Why service recovery fails

2009 ◽  
Vol 20 (3) ◽  
pp. 253-273 ◽  
Author(s):  
Stefan Michel ◽  
David Bowen ◽  
Robert Johnston
Keyword(s):  
Customer Satisfaction ◽  
Service Failure ◽  
Human Resources Management ◽  
Service Recovery ◽  
Recovery Process ◽  
Content Type ◽  
Information Recovery ◽  
Service Logic ◽  
Recovery Management ◽  
A Company

PurposeThe keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.Design/methodology/approachThe objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.FindingsIt is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”Practical implicationsManagers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.Originality/valueThis paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.

The Customer Isn’t Always Right: The Implications of Illegitimate Complaints

2019 ◽  
Vol 61 (2) ◽  
pp. 113-127 ◽  
Author(s):  
Kawon Kim ◽  
Melissa A. Baker
Keyword(s):  
Emotional Expression ◽  
Service Recovery ◽  
Recovery Process ◽  
Third Party ◽  
Service Firms ◽  
Behavioral Reactions ◽  
Complaining Behavior ◽  
Recovery Treatment ◽  
Tipping Behavior ◽  
The Impact

Due to the common business practice of the “customer is always right,” many companies have a risk of dealing with illegitimate complaints. Although illegitimate complaints are a major issue in the hospitality industry, no study has yet examined the impact of illegitimate customer complaining behavior on customers who can witness the complaining and recovery process of others. To fill this gap, this research examines the effects of service recovery aimed at illegitimate customers on customers who witness the complaints’ behavioral reactions (revisit intention, tipping behavior, intention to complain) and the role of emotional expression. A 2 (Service recovery aimed at other customer; good vs. poor) × 2 (Legitimacy of complaining behavior of other customers: legitimate vs. illegitimate) × 2 (Emotional expression: aggressive vs. calm) scenario-based between-subjects factorial experiment is utilized. This research provides evidence that witnessing illegitimate complaints of other customers and the subsequent service recovery aimed at those complainers impacts the behavioral reactions of customers who witness that situation. This study broadens the service recovery literature by incorporating third-party justice theory with illegitimate customer behavior by specifically examining the unique case where the firm is not responsible for the service recovery. In addition, the findings address the benefit to service firms by understanding the impact of witnessing other customers’ service recovery treatment on observers’ subsequent behavioral intentions.

scholarly journals MANAGING SERVICE RECOVERY PROCESSES: THE ROLE OF CUSTOMER'S AGE / VARTOTOJŲ AMŽIAUS ĮTAKA PASLAUGŲ VERTINIMUI

2011 ◽  
Vol 12 (3) ◽  
pp. 503-528 ◽  
Author(s):  
Jesús Cambra-Fierro ◽  
Juan M. Berbel-Pineda ◽  
Rocío Ruiz-Benítez ◽  
Rosario Vazquez-Carrasco
Keyword(s):  
Process Management ◽  
Service Providers ◽  
Service Recovery ◽  
Recovery Process ◽  
Effective Management ◽  
Research And Practice ◽  
Recovery Processes ◽  
Front End ◽  
Effective Service

Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role of age as potential moderating. Segmenting customers' samples by age may potentially contribute to more effective service recovery process management. Older customers seem to be more loyal when dealing with service providers than younger customers, while younger customers are more demanding in terms of companies' efforts. Implications for both literature and practice are included at the front-end of the paper. Santrauka Tiek moksliniai tyrimai, tiek ir praktika rodo, kad grąžinimo procesų valdymo veiksmingumas skatina klientų pasitenkinimą. Remiantis šia prielaida, straipsnio tikslas yra išanalizuoti veiksnius, turinčius įtakos klientų pasitenkinimo lygiui ir lojalumui. Taip pat analizuojamas ir vartotojų amžiaus rodiklis, jo potencialo kaita. Atsižvelgiant į tai, klientai buvo sugrupuoti pagal amžių ir buvo analizuojama, kaip vieni ar kiti procesai juos veikia. Atliktas tyrimas parodė, kad vyresnio amžiaus klientai yra labiau ištikimi nei jaunesni, o jaunesni klientai yra reiklesni įmonių teikiamoms paslaugoms.

Service recovery as an organizational capability

2018 ◽  
Vol 21 (3) ◽  
pp. 316-336 ◽  
Author(s):  
Samiha Mjahed Hammami ◽  
Nizar Souiden ◽  
Abdelfattah Triki
Keyword(s):  
Focus Group ◽  
Service Recovery ◽  
Recovery Process ◽  
Future Research ◽  
Organizational Capability ◽  
Focus Group Interviews ◽  
Content Type ◽  
Domain Identification ◽  
Knowledge Based ◽  
Group Interviews

PurposeThis paper aims to explore and conceptualize service recovery as an organizational capability. It proposes a new construct labeled knowledge-enabled recovery effectiveness (KERE).Design/methodology/approachMeasures capturing the KERE construct were developed through domain identification, item pool generation using focus group interviews with managers involved in complaint management and content expert validation.FindingsA first pool of 73 items was generated and then reduced to 37 items. Focus group interviews confirm the theoretical relevance of the KERE construct. Recovery culture, recovery process and internal recovery resources are the different components of a firm’s knowledge that serve as inputs, or as a source of a firm’s service recovery capabilities.Research limitations/implicationsA quantitative study is needed in future research to assess the KERE’s construct structure and validity.Practical implicationsManagers may use the proposed scale to foster effective and relevant marketing strategies by setting clear policies that consider service recovery as a knowledge-based activity rather than a control targeted activity.Originality/valueThis research demonstrates the mutual dialogue between service recovery and knowledge-based capabilities. Also, it proposes a new concept labeled KERE and a raw scale to further understand firms’ aptitude in service recovery.

scholarly journals Perception of Fairness of Interaction in Handling Complaints of Users of Travel Agency Services: Evidence from Serbia and Croatia

2021 ◽  
Vol 7 (1) ◽  
pp. 194-203
Author(s):  
Jelena Jevtić ◽  
Slavica Tomić ◽  
Ksenija Leković
Keyword(s):  
Service Recovery ◽  
Recovery Process ◽  
Demographic Characteristics ◽  
Travel Agency ◽  
Service Dominant Logic ◽  
Dominant Logic ◽  
Creative Commons ◽  
Travel Agencies

Service-dominant logic observes the user as a co-creator of value in the process of providing services. In the case of a complaint, as a result of dissatisfaction, the user and the travel agency become a co-creator of the value of service recovery. The perception of interactionist fairness is one of the determinants of a user’s complaint behaviour. Interactionist fairness is seen in the extent to which users consider to be treated fairly in terms of their interaction with a travel agency employee during the service recovery process. The research presented in this paper is based on determining the differences in perception of fairness of interaction in handling complaints of users of travel agency services in terms of their socio-demographic characteristics. The survey was conducted on a sample that included 297 respondents from the territory of Serbia and Croatia. The proposed hypotheses were tested using the Mann – Whitney U test and the Kruskal–Wallis test. The purpose of this paper is to point out to travel agencies the importance of users’ reactions to unsatisfactory service as a kind of reflection of cooperation in service recovery. This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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