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

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 p...

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Bibliographic Details
Published in:Service business 2017-12, Vol.11 (4), p.767-784
Main Authors: Cheung, Millissa F. Y., To, W. M.
Format: Article
Language:English
Subjects:
Business and Management
Customer satisfaction
Empirical Article
Human Resource Management
Management
Organizational change
Perceptions
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Summary: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.
ISSN:1862-8516
1862-8508
DOI:10.1007/s11628-016-0328-z