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- aggregation classification "A1".
- aggregation creator person.
- aggregation creator person.
- aggregation creator person.
- aggregation date "2013".
- aggregation format "application/pdf".
- aggregation hasFormat 4104739.bibtex.
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- aggregation isPartOf urn:issn:0960-4529.
- aggregation language "eng".
- aggregation rights "I have transferred the copyright for this publication to the publisher".
- aggregation subject "Business and Economics".
- aggregation title "Service recovery's impact on customers next-in-line".
- aggregation abstract "Purpose - Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the impact of a service recovery on observing customers necessary. Using observational learning theory and attribution theory as theoretical anchors, this paper examines whether observing a service recovery influences the observing customers' satisfaction and repurchase intentions. In addition, this paper tests whether service quality perceptions mediate, and customers' locus of control attributions moderate these relationships. Design/methodology/approach - Study 1 tests the main hypothesis using a scenario-based experiment in two settings (restaurant, retail). Study 2 further elaborates on these findings using a scenario-based experiment in a hotel setting. Findings - The findings show that the negative consequences of a failed recovery extend beyond the complaining customers to observing customers, whereas the positive consequences of observing a satisfactory recovery do not influence the observing customer when compared to observing a failure-free service delivery. These relationships are driven by the service quality information customers extract from observing a service recovery. In addition, the results indicate that the negative spill-over effects are attenuated if the observing customer gets information about who caused the failure. Originality/value - From a theoretical point of view, this study contributes by outlining service recovery's different impacts on complaining and observing customers: whereas service recovery forms a critical for complaining customers, it only acts as a dissatisfier for observing customers. In addition, it is the first to test a potential explanation for why observing a service recovery leads to lower customer outcomes, and provides insights about how service providers might attenuate the negative spill-over effects of a failed recovery.".
- aggregation authorList BK1216515.
- aggregation endPage "512".
- aggregation issue "6".
- aggregation startPage "495".
- aggregation volume "23".
- aggregation aggregates 5713356.
- aggregation isDescribedBy 4104739.
- aggregation similarTo MSQ-03-2013-0037.
- aggregation similarTo LU-4104739.