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09.12.2016 | Empirical article

The effect of organizational responses to service failures on customer satisfaction perception

verfasst von: Millissa F. Y. Cheung, W. M. To

Erschienen in: Service Business | Ausgabe 4/2017

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Abstract

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.

Vorheriger Artikel Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu

Nächster Artikel Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction

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Titel: The effect of organizational responses to service failures on customer satisfaction perception
verfasst von: Millissa F. Y. Cheung
W. M. To
Publikationsdatum: 09.12.2016
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 4/2017
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-016-0328-z

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