Do it right this time
The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.
Bibliographic Data
| ID | 23372201 |
|---|---|
| Authors | Hui Liao (0000-0001-9124-127X, Rutgers, the State University of New Jersey, corresponding author) |
| Year | 2007 |
| Volume | 92 |
| Issue | 2 |
| Pages | 475-489 |
| Publication date | 2007-01-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Applied Psychology (JOURNAL) |
| Journal identifiers | ISSN: 0021-9010 • E-ISSN: 1939-1854 |
| Publisher | American Psychological Association (APA) (PUBLISHER) |
| DOI | 10.1037/0021-9010.92.2.475 |
| PMID | 17371092 |
| OpenAlex | W1997460207 |
| Language | EN |
| Citations received | 56 |
| References cited | 20 |
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.
Business · Customer advocacy · Customer delight · Customer intelligence · Customer retention · Customer satisfaction · Economic Justice · Loyalty business model · Mediation · Political science · Service (business) · Service quality · Service Recovery · Customer Service Quality and Loyalty · Marketing · Outsourcing and Supply Chain Management · Psychology · Quality and Supply Management
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Person- versus content-oriented approaches in English and German email responses to customer complaints
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| Unique citing works | 56 |
|---|---|
| Citations per year | 3,29 |
| Citation span | 2009 - 2026 (18) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 52 |