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

被引：0
|
作者：
Millissa F. Y. Cheung
W. M. To
机构：
[1] Hong Kong Shue Yan University,
[2] Macao Polytechnic Institute,undefined
来源：
Service Business | 2017年 / 11卷
关键词：
Responses to service failures; Perceived justice of recovery; Recovery satisfaction; Motivational orientations;
D O I：
暂无
中图分类号：
学科分类号：
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：17
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