Managing Service Recovery Processes: The Role of Customer's Age / Vartotojų Amžiaus Įtaka Paslaugų Vertinimui

Abstract

Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role of age as potential moderating. Segmenting customers' samples by age may potentially contribute to more effective service recovery process management. Older customers seem to be more loyal when dealing with service providers than younger customers, while younger customers are more demanding in terms of companies' efforts. Implications for both literature and practice are included at the front-end of the paper. Reference to this paper should be made as follows: Cambra-Fierro, J.; Berbel-Pineda, J. M.; Ruiz-Benítez, R.; Vazquez-Carrasco, R. 2011. Managing service recovery processes: the role of customers' age, Journal of Business Economics and Management 12(3): 503-528. JEL Classi cation: M3.

Driving users’ behaviours and engagement in co-creating services

“…Demographics influence behavioural patterns (Cambra-Fierro et al, 2011, 2017. For example, women tend to want to be included in service decisions and are more democratic and participative than men (McColl-Kennedy et al, 2003).…”

“…Levels of education also have received little attention in cocreation research (Cambra-Fierro et al, 2017), despite their probable influence on behaviour patterns (Cambra-Fierro et al, 2011;Moliner-Velázquez et al, 2015). Because of the lack of theoretical insights as to the direction of this influence, the level of users' education is included as a control variable.…”

Does the Co‐Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources

“…This is consistent with previous studies (Daley and O'Gara, 1998) since young consumers are more energetic and demanding than elderly consumers in terms of recovery Notes: CR = composite reliability, AVE = average variances extracted; the diagonal cells are the square root of the AVE for each construct. -Fierro et al, 2011). With regards to gender, women appear to engage more in in-role corecovery behaviour (β = À0.218, p < 0.001).…”

Does Cognitive Age Play a Role at the Intersection of Age and Leisure? An Exploratory Analysis

“…Consumption differences over time are not evident in every category, but it is common enough to be relevant. For example, older consumers, when compared to younger, are shown to be less demanding, more likely to build long-term relationships, and are more loyal (Berbel-Pineda et al, 2011;Karani and Fraccastoro, 2010). Moreover, progressing age has its affects, with lower mobility and less active lifestyles associated with increasing age (Mathur and Moschis, 2005;Karani and Fraccastoro, 2010).…”