Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures

• 成果类型: Article; Proceedings Paper
• 署名作者: Liao, Hui
• 署名单位: Rutgers University System; Rutgers University New Brunswick
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.92.2.475
• 发表日期: 2007
• 页码: 475-489
• 关键词: customer service; service failure; EMPLOYEE PERFORMANCE; JUSTICE; customer satisfaction and loyalty

摘要

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP-making an apology, problem solving, being courteous, and prompt handling-positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.