Recovery strategy for group service failures: The interaction effects between recovery modes and recovery dimensions
Recovery strategy for group service failures: The interaction effects between recovery modes and recovery dimensions
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DOI：
10.1108/03090561311324255
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发表时间：
2013-11
影响因子：
4.4
通讯作者：
Yuanyuan Zhou;Minxue Huang;Alex S. L. Tsang;Nan Zhou
中科院分区：
文献类型：
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作者：
Yuanyuan Zhou;Minxue Huang;Alex S. L. Tsang;Nan Zhou
目的——消费者利用线索来评估恢复是否有效。先前有关服务补救的文献主要集中于个人相关因素。本文旨在研究同一失败和恢复中的其他消费者如何影响单个消费者来评估企业的恢复努力。设计/方法/途径——进行了两项实验。实验1测试了恢复模式（公共与私人）和恢复维度（经济与社会）之间的相互作用对个体消费者对团体服务失败的恢复策略的评估的影响。实验2考察了社会恢复对经济补偿的补充作用。结果——实验 1 发现了显着的交互效应。结果表明，群体服务失败中的个人对公共经济复苏的反应比对私人经济复苏的反应更积极。然而，个人对社会恢复的反应却遵循相反的模式。此外，在实验2中...
Purpose – Consumers use cues to assess whether a recovery is effective. Prior literature on service recovery has focused mainly on individual-related factors. This paper aims to study how other consumers in the same failure and recovery influence an individual consumer to evaluate the firm ' s recovery efforts. Design/methodology/approach – Two experiments were conducted. Experiment 1 tested the interaction effects between recovery modes (public vs private) and recovery dimensions (economic vs social) on an individual consumer ' s evaluation of a recovery strategy for a group service failure. Experiment 2 investigated the complementary role of social recovery on economic compensation. Findings – Experiment 1 identified a significant interaction effect. Results suggest that an individual in a group service failure responds more favorably to public economic recovery than to private recovery. However, an individual ' s reaction to social recovery follows the opposite pattern. Furthermore, in experiment 2 a c...