Group service recovery strategies effectiveness: The moderating effects of group size and relational distance
Group service recovery strategies effectiveness: The moderating effects of group size and relational distance
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团体服务恢复策略的有效性：团体规模和关系距离的调节作用
DOI：
10.1016/j.jbusres.2014.03.008
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发表时间：
2014
影响因子：
11.3
通讯作者：
Zhou Nan
中科院分区：
文献类型：
--
作者：
Zhou Yuanyuan;Tsang Alex S. L.;Huang Minxue;Zhou Nan
现有的服务恢复文献关注的是消费者对个别故障的反应。然而，群体服务失败现象其实很普遍，只是研究不够重视。本研究运用社会影响理论解释群体失败的社会本质，具有一定的理论和实践意义。两项研究结果表明，群体规模和关系距离显著影响消费者对群体服务恢复策略的反应。具体而言，随着群体规模的增加，私人经济复苏带来的消费者满意度降低，而社会关系较远的消费者对公共经济复苏和社会复苏的满意度更高。而关系密切的消费者对公共经济复苏和私人社会复苏的满意度更高。除了提供实践见解外，本研究扩展了对服务失效的理论理解，表明它们发生在复杂的社会生态中，而不是服务提供者和消费者之间相对简单的二元互动中。
The extant service recovery literature focuses on consumers' responses to individual failures. However, group service failures are in fact common, but they have received insufficient research attention. This study contributes to theory and practice by applying social impact theory to explain the social nature of group failures. Findings from two studies show that group size and relational distance substantially affect consumers' response to group service recovery strategies. Specifically, private economic recovery creates less consumer satisfaction as group size increases, whereas consumers with a distant social relationship are more satisfied with public recovery for both economic recovery and social recovery. However, consumers with close relationships are more satisfied with public economic recovery and private social recovery. Apart from offering practical insights, this study expands the theoretical understanding of service failures, suggesting that they occur in a complex social ecology instead of relatively simple dyadic interactions between service providers and consumers.