How to influence consumer mindset: A perspective from service recovery

Harun, Ahasan; Rokonuzzaman, Md.; Prybutok, Gayle; Prybutok, Victor R.

doi:10.1016/j.jretconser.2018.01.012

Cited by 42 publications

(48 citation statements)

References 68 publications

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“…The results also showed that the compensation is the strategy most influencing on customers' perception of distributive justice. This result is consistent with the results of past studies [3], [18], [33]. This result is logical because distributive justice is related to the customer's perception of the fairness of the service recovery outcomes represented in solving a problem, fixing of service failure, and providing tangible compensation to the customer for the loss resulting from this failure.…”

Section: Discussionsupporting

confidence: 91%

“…Smith et al [47] model included four main strategies for service recovery namely: response speed, initiation, apology, and compensation [47]. Also, another study indicated that the service recovery needs to implement three strategies: compensation, apology, and response speed [3], while Harun et al [18] focused on psychological strategies only, such as Explanation, response speed, apology, and empathy [18].…”

Section: A the Service Recovery Strategies And The Satisfaction With The Recoverymentioning

confidence: 99%

“…In the same context, some studies have examined the relationship between service recovery strategies and perceived justice. These studies concluded that there is a significant positive impact of implementing effective service recovery strategies on customers' perceptions of the fairness of the service recovery process [3], [18], [33].…”

Section: B the Service Recovery Strategies And Distributive Justicementioning

confidence: 99%

“…The service recovery strategies were measured through a scale of sixteen statements used by (Mostafa et al [33]; Khashan [23]; Harun et al [18]; Harrison-Walker [17]). This scale covers four strategies of service recovery: Response Speed (RSP), Explanation (EXN), Apology (APO) and Compensation (COM) (examples include: 1-Did not take long to solve the problem, 2-The company provided a convincing explanation for the reason of the problem, 3-The company apologized for the inconvenience the problem had brought to me, 4-The compensation the company provided me to cover my financial losses is good).…”

Section: Measurementmentioning

confidence: 99%

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The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive Justice

Alhawbani¹,

Ali

Hammouda

2021

EJBMR

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The aim of this study was to test the effect of the Service Recovery Strategies on the Satisfaction with the Recovery, as well as testing the effect of Service Recovery Strategies on Distributive Justice. The study also aimed to identify the effect of Distributive Justice on the Satisfaction with the Recovery, as well as the test of the mediation role of Distributive Justice in the relationship between Service Recovery Strategies and the Satisfaction with the Recovery. The study was applied to a sample of (354) customers of the Internet companies in Egypt. Data analyzed using the SPSS program Data, as well as the AMOS program to test the quality of compatibility between data collected and theoretical data, and the Structural equation modeling to test the hypotheses of the study. The results of the study showed that, there is a positive significant effect of some Service Recovery strategies and Distributive Justice on the Satisfaction with the Recovery. Also, there is a positive significant effect of some Service Recovery strategies on Distributive Justice. The study also found that the Distributive Justice mediated in the relationship between the Service Recovery Strategies and the Satisfaction with the Recovery. Based on these results was presented a set of recommendations, as well as suggest some future studies relevant to the subject of the study.

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Section: Discussionsupporting

confidence: 91%

Section: A the Service Recovery Strategies And The Satisfaction With The Recoverymentioning

confidence: 99%

Section: B the Service Recovery Strategies And Distributive Justicementioning

confidence: 99%

Section: Measurementmentioning

confidence: 99%

See 2 more Smart Citations

The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive Justice

Alhawbani¹,

Ali

Hammouda

2021

EJBMR

View full text Add to dashboard Cite

show abstract

“…Nevertheless, rather than the immediate variable, the core predecessor constructs with high importance can be examined for the prediction of the target variable (STD). This use of predecessor constructs could be beneficial for practitioners (Harun, Rokonuzzaman, Prybutok, & Prybutok, 2018;Ringle & Sarstedt, 2016). In this respect, it is important to focus on core predecessors by which PSI, affecting STD, is affected most.…”

Section: Importance-performance Map Analysismentioning

confidence: 99%