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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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| Published in: | Service business 2017-12, Vol.11 (4), p.767-784 |
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| Main Authors: | , |
| Format: | Article |
| Language: | English |
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| cited_by | cdi_FETCH-LOGICAL-c373t-2bab4be3c157f8b028810e472cdc80f87845329870b0a25829af6fef741cfae63 |
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| cites | cdi_FETCH-LOGICAL-c373t-2bab4be3c157f8b028810e472cdc80f87845329870b0a25829af6fef741cfae63 |
| container_end_page | 784 |
| container_issue | 4 |
| container_start_page | 767 |
| container_title | Service business |
| container_volume | 11 |
| creator | Cheung, Millissa F. Y. To, W. M. |
| description | 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. |
| doi_str_mv | 10.1007/s11628-016-0328-z |
| format | article |
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| fulltext | fulltext |
| identifier | ISSN: 1862-8516 |
| ispartof | Service business, 2017-12, Vol.11 (4), p.767-784 |
| issn | 1862-8516 1862-8508 |
| language | eng |
| recordid | cdi_proquest_journals_1957689875 |
| source | ABI/INFORM Global; Springer Nature |
| subjects | Business and Management Customer satisfaction Empirical Article Human Resource Management Management Organizational change Perceptions |
| title | The effect of organizational responses to service failures on customer satisfaction perception |
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