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

被引：10
|
作者：
Cheung, Millissa F. Y. [1 ]
To, W. M. [2 ]
机构：
[1] Hong Kong Shue Yan Univ, Hong Kong, Hong Kong, Peoples R China
[2] Macao Polytech Inst, Macau, Peoples R China
来源：
SERVICE BUSINESS | 2017年 / 11卷 / 04期
关键词：
Responses to service failures; Perceived justice of recovery; Recovery satisfaction; Motivational orientations; WORD-OF-MOUTH; PERCEIVED JUSTICE; CONSUMER SATISFACTION; PERFORMANCE; BUSINESS; BEHAVIOR; MODELS;
D O I：
10.1007/s11628-016-0328-z
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
引用
收藏
页码：767 / 784
页数：18
相关论文
共 50 条
  • [1] The effect of organizational responses to service failures on customer satisfaction perception
    Millissa F. Y. Cheung
    W. M. To
    [J]. Service Business, 2017, 11 : 767 - 784
  • [2] Customer responses to service failures on social media
    Varnali, Kaan
    Cesmeci, Caner
    [J]. JOURNAL OF SERVICES MARKETING, 2022, 36 (05) : 691 - 709
  • [3] Survey research on relationship among service failures, service recovery and customer satisfaction
    Li Xin
    Wang Rong
    [J]. PROCEEDINGS OF 2007 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING (14TH) VOLS 1-3, 2007, : 1121 - +
  • [4] THE EFFECT OF SERVICE QUALITY AND CUSTOMER INVOLVEMENT ON CUSTOMER SATISFACTION
    Baimuratova, Begimai
    Zhao, Haijun
    Derbisheva, Elmira
    Lei, Tao
    Kyzy, Elzat Arstanbek
    Alieva, Aizada
    [J]. REVISTA GESTAO & TECNOLOGIA-JOURNAL OF MANAGEMENT AND TECHNOLOGY, 2023, 23 : 338 - 351
  • [5] Moderating Effect of Nurses' Customer-Oriented Perception Between Organizational Citizenship Behaviors and Satisfaction
    Chang, Ching Sheng
    Chang, Hae Ching
    [J]. WESTERN JOURNAL OF NURSING RESEARCH, 2010, 32 (05) : 628 - 643
  • [6] Curvilinear relationship between customer engagement and responses to service failures
    Park, Yun-na
    Gong, Taeshik
    [J]. SERVICE INDUSTRIES JOURNAL, 2023,
  • [7] Managing telecommunication customer satisfaction versus perception of service quality
    Rahmoune, Mbarek
    Salem, Anis Ben
    Zainine, Mohamed Amine
    [J]. INTERNATIONAL JOURNAL OF ENTREPRENEURSHIP & SMALL BUSINESS, 2022, 47 (2-3): : 239 - 253
  • [8] PERCEPTION OF CUSTOMER SATISFACTION AND HEALTHCARE SERVICE QUALITY IN THE CONTEXT OF BANGLADESH
    Hasin, M. Ahsan Akhtar
    Sarker, Sudipa
    Islam, Nouroz
    Shareef, M. A.
    [J]. INTERNATIONAL JOURNAL FOR QUALITY RESEARCH, 2011, 5 (03) : 237 - 244
  • [9] Service Quality Perception and Customer Satisfaction in Islamic Banks of Oman
    Alam, Naushad
    Al-AMRI, Hanin Abdulrhman
    [J]. JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2020, 7 (09): : 499 - 504
  • [10] The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments
    Amy K. Smith
    Ruth N. Bolton
    [J]. Journal of the Academy of Marketing Science, 2002, 30 : 5 - 23
12345