"Effects of Service Recovery Speed after Service Failure on the Omni-channel Customer Loyalty: Interaction Effects of Self-construal and Service Recovery Expectation"

2018 ◽  
Vol 29 (5) ◽  
pp. 177-200
Author(s):  
Sang-Lin Han ◽  
Ki-hyung Kim
Keyword(s):  
Customer Loyalty ◽  
Service Failure ◽  
Service Recovery ◽  
Interaction Effects ◽  
Self Construal

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 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? 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Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ghazal Shams ◽  
Raouf Rather ◽  
Mohsin Abdur Rehman ◽  
Rab Nawaz Lodhi
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Service Failure ◽  
Service Recovery ◽  
Sampling Technique ◽  
Study Data ◽  
Behavioural Intention ◽  
Content Type ◽  
Hotel Managers ◽  
The Impact

Purpose In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty. Design/methodology/approach To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study. Findings The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty. Research limitations/implications The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry. Originality/value This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

scholarly journals Analisis pengaruh service recovery terhadap loyalitas pelanggan dalam jasa telepon seluler

2017 ◽  
Vol 2 (2) ◽  
pp. 136
Author(s):  
Mia Antika
Keyword(s):  
Information Technology ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Customer Loyalty ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
The Impact

 The objectives of this research is to examine the impact of service recovery toward trust, and customer loyalty. To look at the connection between service recovery and customer loyalty this research used justice perspective that included procedural justice, interactional justice and distributive justice. The setting of this research was information technology business. The research was conducted in area of Surakarta regency with the customer phone operator as research respondent. This research used convinience sampling and employed 150 respondent that grouped by complaint and non-complaint customer. Regression analysis  was used in this research to analyse the data. Research indicated that procedural justice have significant impact toward customer satisfaction. In contrast, distributive and interactional justive did not significant impact toward customer satisfaction. This research also found that trust and customer satisfaction significantly impact toward trust and customer loyalty. In addition, this result found that non-complaint respondent were more trust and  loyalty than  customer who complaint to service which provided by phone operator. This indicated that service recovery did not enable to recover service failure.

scholarly journals Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

2021 ◽  
Vol 14 (2) ◽  
pp. 179
Author(s):  
Adi Yudi ◽  
Endang Ruswanti
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Service Failure ◽  
Service Recovery ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling ◽  
The Impact

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.

Examining stealing thunder as a new service recovery strategy: impact on customer loyalty

2019 ◽  
Vol 31 (2) ◽  
pp. 931-952 ◽  
Author(s):  
Priyanko Guchait ◽  
Rachel Han ◽  
Xingyu Wang ◽  
JéAnna Abbott ◽  
Yetong Liu
Keyword(s):  
Customer Loyalty ◽  
Interaction Effect ◽  
Positive Impact ◽  
Service Failure ◽  
Service Recovery ◽  
Recovery Process ◽  
Joint Effect ◽  
Recovery Method ◽  
Content Type ◽  
Stealing Thunder

PurposeThis paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships.Design/methodology/approachThe study adopted a scenario-based between-group experimental design involving 300 customers.FindingsThe results indicated that stealing thunder, apology and compensation have a joint effect on customer loyalty. Specifically, this study found a significant positive impact of stealing thunder on loyalty; a two-way interaction effect of compensation and stealing thunder on loyalty; and a three-way interaction effect on loyalty. Additionally, trust mediated the relationship between service recovery attributes (stealing thunder, apology and compensation) and customer loyalty.Originality/valueThis study introduces a new service recovery method called Stealing Thunder, which is commonly used in the fields of law and communication and is the first to assess stealing thunder as a proactive/preemptive strategy to handle service failures and its impact on customer loyalty. The study found that when stealing thunder was present, compensation had no influence on customer loyalty. Moreover, when stealing thunder was present, compensation had no impact on loyalty when apology was not present. However, compensation had a significant effect on loyalty when stealing thunder and apology were not present. This study finds the value of including proactive/preemptive strategies (stealing thunder) along with regular service recovery strategies (e.g. apology and compensation) in the service recovery process. Results show that service recoveries that include stealing thunder help service failure recovery significantly by increasing customer’s trust.

Analysis of Relationship between Service Recovery and Customer Satisfaction Based on Structure Equation

2012 ◽  
Vol 433-440 ◽  
pp. 2356-2360
Author(s):  
Qing Wen Li
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Failure ◽  
Service Recovery ◽  
Customer Relationship ◽  
Structure Equation ◽  
Equation Modeling ◽  
Material Recovery ◽  
Structure Equation Modeling ◽  
Positive Effect

Retail Enterprises have to face thousands of customers with different requirements constantly. Therefore, no matter how hard retail enterprises try, service failure is inevitable at all time. When failures have occurred, service recovery is an important measure for retail enterprises to improve their relationship with customers and enhance customer satisfaction. 220 questionnaires have been done to collect data and information. Make analysis of them with structure equation modeling and find out that (1) Material recovery and customer loyalty-oriented recovery have positive effect on customer relationship, and thus have positive effect on customer satisfaction; (2) Emotion recovery and customer loyalty-oriented recovery can affect customer satisfaction directly and positively; (3) customer relationship has positive effect on customer satisfaction.

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