Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang

doi:10.1016/j.ijhm.2021.102956

Cited by 16 publications

(13 citation statements)

References 50 publications

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“…Active listening engenders feelings of affiliation and rapport (Lakin and Chartrand 2003; Min, Jung, and Ryu 2021), which can elicit low arousal and improve subsequent outcomes. Negotiation research has also found that when negotiators mimic language during online chats, it enables them to connect emotionally (Swaab, Maddux, and Sinaceur 2011).…”

Section: Conceptual Development and Hypothesesmentioning

confidence: 99%

Complaint De-Escalation Strategies on Social Media

Herhausen¹,

Grewal²,

Cummings³

et al. 2022

Journal of Marketing

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Existing literature offers multiple suggestions for how to recover from service failures, though without explicitly addressing customers’ negative, high arousal states, evoked by the failure. The few studies that address ways to improve negative emotions after failures focus on face-to-face interactions only. Because most customers today prefer social media complaining, firms must learn how to effectively deescalate negative, high arousal emotions through text-based exchanges to achieve successful service recoveries. With three field studies using natural language processing tools, and three preregistered controlled experiments, the current research identifies ways to mitigate negative arousal in text-based social media complaining, specifically, active listening and empathy. In detail, increasing active listening and empathy in the firm response evokes gratitude among customers in high arousal states, even if the actual failure is not (yet) recovered. These findings provide a new theoretical perspective on the role of customer arousal in service failures and recoveries, as well as managerially relevant implications for dealing with public social media complaints.

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Section: Conceptual Development and Hypothesesmentioning

confidence: 99%

Complaint De-Escalation Strategies on Social Media

Herhausen¹,

Grewal²,

Cummings³

et al. 2022

Journal of Marketing

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“…In a descriptive background, the process tends to be shorter [ 42 ]. These principles are applied in different sectors to improve the services offered [ 43 ]. Several recent studies underlined the importance of socialization in various industries and media to maintain functional relations during a crisis [ 44 , 45 , 46 , 47 ].…”

Section: Literature Reviewmentioning

confidence: 99%

Analysis of Sustainable Communication Patterns during the Telework Period in Western Romanian Corporations

Ţigan

Blaga

Isac

et al. 2022

IJERPH

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The research was conducted in a particular context, the recent pandemic. It is a comparative study of the methods and quality of communication in global companies between 2021 and 2022. The corporations involved in the research are important providers of flexible production, quality, and logistics solutions that cover customers’ real needs. They are active in the automotive industry and units involved in mass production in the electronics industry, household appliances, and cosmetics industries. In their case, it was noted that to achieve operational objectives such as developing employee skills, using advanced technologies, and exceeding customer expectations, it is important to use innovative methods and tools such as single platforms, which allow access to the most important information from a distance, anywhere, anytime. It is significant that, according to the research, the preferred method of communication by employees, regardless of the existing conditions, is face-to-face. Primarily, this method is chosen because it provides an open area of interpersonal interaction. The participants observe non-verbal attitudes or can perceive emotions and feelings. Their personality can be identified through unintentional contact to obtain constructive feedback through guidance and counseling. Moreover, it can be formed and develop productive, intentional connections. Stakeholders’ efficient and effective open dialogs are encouraged in this sense.

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“…Customer satisfaction has been recognized as a direct determinant of future buying intentions, often used as a surrogate indicator of actual behavior in marketing studies [28][29][30][31]. For example, Ryu and Han [6] showed that highly satisfied customers have a strong, positive behavior intentions.…”

Section: Hypothesis 4b (H4b)mentioning

confidence: 99%

Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants

et al. 2021

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This study explored the structural relationships among the physical environment, employee performance, and diners’ emotional states, satisfaction, and behavioral intentions, applying the Mehrabian–Russell’s theoretical framework in upscale restaurants. Empirical data were collected from 275 upscale restaurant patrons. The results showed that both intangible (employee service) and tangible (physical environment) factors have significant impacts on diners’ emotional responses (pleasure and arousal), and these emotional responses affect customer satisfaction and behavioral intentions. This study found that the physical environment exerted a greater impact on arousal than employee behavior while employee behavior had a greater impact on pleasure than physical environment. In addition, arousal was found to have a positive influence on pleasure. We discussed managerial and theoretical implications based on these findings.

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Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

Cited by 16 publications

References 50 publications

Complaint De-Escalation Strategies on Social Media

Complaint De-Escalation Strategies on Social Media

Analysis of Sustainable Communication Patterns during the Telework Period in Western Romanian Corporations

Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants

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