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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).ORCID-id: 0000-0003-0582-3324
EDHEC Business School, FRA.
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Inland Norway Univ Appl Sci, NOR.ORCID-id: 0000-0003-2705-0836
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Inland Norway Univ Appl Sci, NOR.ORCID-id: 0000-0002-5605-9285
Vise andre og tillknytning
2021 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 134, s. 342-351Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

sted, utgiver, år, opplag, sider
Elsevier, 2021. Vol. 134, s. 342-351
Emneord [en]
Justice theory, Latent class cluster analysis, PLS predict, Relationship activity, Service recovery
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-85354DOI: 10.1016/j.jbusres.2021.05.031ISI: 000677680300001Scopus ID: 2-s2.0-85107695296OAI: oai:DiVA.org:kau-85354DiVA, id: diva2:1577512
Tilgjengelig fra: 2021-07-02 Laget: 2021-07-02 Sist oppdatert: 2022-11-09bibliografisk kontrollert
Inngår i avhandling
1. Proactivity in Service Failure and Service Recovery
Åpne denne publikasjonen i ny fane eller vindu >>Proactivity in Service Failure and Service Recovery
2021 (engelsk)Doktoravhandling, med artikler (Annet vitenskapelig)
Abstract [en]

Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. Through a series of studies, this thesis examines how employee and customer proactivity influence customer responses after a service failure and in service recovery. In doing so, this thesis contributes to the service recovery literature in two ways.

First, by reconceptualizing service failure to include failures not necessarily linked to the core-service offering, this research contributes to the theory formation stressing the importance of seemingly “small details”. Doing so makes it possible to examine how seemingly minor interpersonal interaction can influence customer responses in the service environment and provide managers with a set of tools to manage failures of such seemingly minor interpersonal interaction. Introducing employee proactivity as a recovery tactic, this thesis demonstrates that when an employee shows a high level of proactivity during a service encounter, they can reduce the adverse effects that stem from the absence of expected interpersonal “small details” from earlier in the service encounter. As such, potentially serve to address a portion of the “silent mass” of customers who choose to stay silent.

Second, findings contrast lay belief that customers prefer the service providers to deal with service failures while they sit back and relax. Introducing service recovery collaboration as a potential service recovery response made it possible to document the benefits of including the customer as a proactive collaborator in the service recovery. Findings reveal that proactive customer behaviors in service recovery are particularly critical for customers with established relationships and in situations where compensation is the primary means of recovery.

Abstract [en]

The aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. Through a series of studies, this thesis examines how employee and customer proactivity influence customer responses after a service failure and in service recovery. In doing so, this thesis contributes to the service recovery literature in two ways. First, by reconceptualizing service failure, this research supports the theory formation stressing the importance of seemingly “small details”. However, by introducing employee proactivity as a recovery tactic, this thesis demonstrates how employee proactivity can reduce the adverse effects which stem from the absence of expected interpersonal “small details” which can potentially serve to address a portion of the “silent mass” of customers who choose to stay silent. Second, findings contrast lay belief that customers prefer the service providers to deal with service failures while they sit back and relax. In fact, this thesis documents the benefits of including the customer as a proactive collaborator in the service recovery. Findings reveal that customer inclusion is particularly critical for customers with established relationships and in situations where compensation is the primary means of recovery.

sted, utgiver, år, opplag, sider
Karlstad: Karlstads universitet, 2021. s. 90
Serie
Karlstad University Studies, ISSN 1403-8099 ; 2021:25
Emneord
service failure, service recovery, complaint management, customer proactivity, employee proactivity, collaboration, customer responses
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-85983 (URN)978-91-7867-230-1 (ISBN)978-91-7867-241-7 (ISBN)
Disputas
2021-10-29, 11D227, Erlandersalen; Zoom, Karlstad, 13:00 (engelsk)
Opponent
Veileder
Merknad

Article 4 part of thesis as manuscript, now published.

Tilgjengelig fra: 2021-10-07 Laget: 2021-09-19 Sist oppdatert: 2022-11-09bibliografisk kontrollert

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