Severe service failure recovery revisited: Evidence of its determinants in an emerging market context

Barakat, Lívia Lopes; Ramsey, Jase R.; Lorenz, Melanie P.; Gosling, Marlusa de Sevilha

doi:10.1016/j.ijresmar.2014.10.001

Cited by 28 publications

(31 citation statements)

References 11 publications

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“…Chi-square value -χ 2 /df =2.9612; random measure of standard error of approximation (RMSEA) = .080; goodness-of-fit index (GFI) = 0.90; incremental fit index (IFI) = .97; Tucker Lewis index (TLI) <0.90; Normed-fit index (NFI) = .96; and comparative fit index (CFI) = .97. As exhibited in Table 1, all the Cronbach alpha values surpass the recommended threshold of 0.6, as suggested by Barakat, Ramsey, Lorenz and Gosling (2015). Cronbach's coefficient α is one of the most common internal consistency approaches (Dunn, Baguley and Brunsden, 2013).…”

Section: Tests Of Reliability and Validitymentioning

confidence: 77%

The influence of loyalty programs on South African Youth’s repeat purchase behaviour

Dlamini¹,

Chinje²

2019

JBRMR

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Despite the substantial interest in loyalty programs amongst marketing scholars and professionals, few studies have been conducted amongst the youth within emerging markets. The purpose of the study was to examine the mediating influence of customer satisfaction, trust, and commitment on the relationship between loyalty programs and repeat purchase behaviour of a group of South African youth. The methodology involved a self-administrated questionnaire adapted from previous similar studies. Data were collected from 263 South African young people between the ages of 18 and 24 who were retail loyalty program members. The study tested six hypotheses using Structural Equation Modeling. The software used was SPSS 22 for descriptive statistics and IBM Amos 22. The findings indicate that all hypotheses were supported. They also suggest the significance of customer satisfaction as a strong mediator of loyalty programs and repeat purchase behaviour. Moreover, the study reveals that the mediating influence of customer commitment on loyalty programs and repeat purchase behaviour was the weakest influence. The findings revealed that, by building customer satisfaction and customer trust amongst the youth, the potential for marketers to positively impact on the success of loyalty programs and repeat purchase behaviour is high. This paper makes a valuable contribution to the literature on loyalty programs amongst youth within a developing market context.

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Section: Tests Of Reliability and Validitymentioning

confidence: 77%

The influence of loyalty programs on South African Youth’s repeat purchase behaviour

Dlamini¹,

Chinje²

2019

JBRMR

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“…Perceived justice adalah suatu evaluative penilaian tentang kebenaran nasib atau perlakuan seseorang kepada orang lain (Barakat et al 2015). Perceived justice merupakan proses pemulihan tersendiri, hasil yang terkait dengan strategi pemulihan dan perilaku interpersonal yang dilakukan selama proses recovery (Hoffman and Kelley 2000).…”

Section: Perceived Justiceunclassified

“…Perusahaan Asuransi "X" menanyakan pendapat nasabah tentang menyelesaikan masalah (Barakat et al , 2015) 1-5…”

Section: Making An Apologyunclassified

Pendekatan Psikologis Dalam Mendapatkan Kepercayaan Konsumen Dari Kegagalan Pelayanan

Shaleha

Hakim

Rizki

2021

JBA

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The purpose of this study was to determine the effect of Value Co-cration on Perceived Justice, to determine the effect of Service Recovery on Perceived Justice, to determine the effect of Perceived Justice on Emotions and to determine the effect of Emotions on Repurchase Intentios. The sampling technique in this research is judgmental sample. This research was conducted for three months by distributing questionnaires via google form. The number of samples in this study were 300 respondents. The analytical tool used is SEM (Structural Equation Modeling). The results of this study are Utilitarian Value has a positive effect on Perceived Justice. Hedonic value has a negative effect on perceived justice, Making an Apology has a positive influence on perceived justice, Problem Solving has a positive influence on perceived justice, Being Courteous has a positive influence on perceived justice, Providing an explanation has a positive influence on perceived justice, Prompt Handling has Positive influence on the variable Perceived Justice, Perceived Justice has a negative effect on Negative Emotion, Perceived justice has a positive effect on positive emotions, Negative Emotion has a positive effect on Repurchase Intention and Positive Emotion has a positive effect on Repurchase Intention.

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“…Sabe-se que o resultado da recuperação de serviços varia segundo critérios variados, como a velocidade da resposta após a falha Jin, Nicely, Fan, & Adler, 2019), o nível hierárquico do funcionário que atende o cliente , o que é feito pelo cliente (Clark, Kaminski, & Rink, 1992), a força da marca da empresa (Harun, Rokonuzzaman, Prybutok, & Prybutok, 2019;Huang, 2011), a forma de abordar o cliente (Azab & Clark, 2017;Liu, Jayawardhena, Dibb, & Ranaweera, 2019), a gravidade da falha (Barakat et al, 2015;de Matos, Vieira, & Veiga, 2012), a reputação da empresa (Ozkan-Tektas & Basgoze, 2017), percepção de responsabilidade social (La & Choi, 2019), entre outros. A teoria mais utilizada para explicar a recuperação de serviços é a justiça , a qual é o foco deste artigo e será apresentada na próxima seção.…”

Section: Recuperação De Serviçosunclassified

“…Ao encontro desta lacuna, Battaglia e Borchardt (2010) observam que a avaliação na recuperação de serviços é diferente de acordo com o tipo de empresa e seu nível de contato com o cliente. Grande parte das pesquisas sobre recuperação de serviços se concentra em companhias aéreas Santos & Fernandes, 2008a), hotéis (H. S. Chang & Hsiao, 2008;, bancos (Barakat, Ramsey, Lorenz, & Gosling, 2015;Ozkan-Tektas & Basgoze, 2017) e restaurantes (Azab & Clark, 2017;. Além disso, poucos estudos integram o ambiente on-line em suas pesquisas Malhotra, Sahadev, & Purani, 2017), que possui características distintas como o menor nível de contato entre empresa e cliente, maior dificuldade em a empresa identificar as falhas e parte do serviço ser executada pelo próprio cliente sem auxílio pessoal por parte da organização.…”

Section: Introductionunclassified

Recuperação de serviço no delivery de refeições online: o processo e seus efeitos nas atitudes de observadores

Filho¹

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The objective of this dissertation is to analyze the service recovery processes in the online food delivery (OFD) service and its effects on the attitudes of observers. The OFD service is a recent business model enabled by the advance of technology, notably the dissemination of smartphones and expanded access to internet. It has deeply changed the food industry, as it allows people to buy and consume meal without going to the restaurants. Moreover, it expands the customers' base and sales of those restaurants, maximizing the use of its production capacity. As any services delivery, the enterprises in the field of OFD are subject to fail with customers. To mitigate these failures, enterprises promote the service recovery, i.e., actions developed to recover the satisfaction, attitudes and positive behaviors of customers. As this business model is unique, the recovery processes used by enterprises in the SDRO and their efficacy remain unknown. In addition, as recovery in the online ambient may be public, it demands studies about how service recovery affects the potential customers of that enterprise. Therefore, in order to fulfill the proposed objective, four studies were prepared: (i) a review of the literature on service recovery and justice theory, which is largely used in the investigation of this topic; (2) a qualitative study to identify potential failures in the OFD services, using the video capture as method; (3) Another qualitative study that, based on interviews with restaurant managers, investigated how these enterprises recover services; and finally, (4) a quantitative study that verified how the perception of three dimensions of justice affect the attitude of observers of the services recovery. Among the main results, this dissertation shows that although restaurants develop several actions to recover services, many of these are inefficacious and do not promote customers' satisfaction. It also showed that the perception by customers of high levels of distributive, interpersonal and procedural justice in relation to the recovery promoted by the restaurant leads to increased trust and intention to purchase, and reduced intention of negative word of mouth advertising. Theoretical and managerial contributions, as well as the agenda for further research, are discussed by the end of each chapter and in the final remarks of this work.

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Severe service failure recovery revisited: Evidence of its determinants in an emerging market context

Cited by 28 publications

References 11 publications

The influence of loyalty programs on South African Youth’s repeat purchase behaviour

The influence of loyalty programs on South African Youth’s repeat purchase behaviour

Pendekatan Psikologis Dalam Mendapatkan Kepercayaan Konsumen Dari Kegagalan Pelayanan

Recuperação de serviço no delivery de refeições online: o processo e seus efeitos nas atitudes de observadores

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