The journey from customer participation in service failure to co-creation in service recovery

Bagherzadeh, Ramin; Rawal, Monika; Wei, Shuqin; Torres, Saavedra

doi:10.1016/j.jretconser.2020.102058

Cited by 75 publications

(67 citation statements)

References 52 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…For instance, according to service recovery perspective (Proença, Proença, & Teixeira, 2020), (service performance below customer's expectations) it means creating adverse effects (crisis) during service encounter. But in line with the current study, recovering a failed service can create more goodwill than if things had gone smoothly in the first place, and through this procedure, recovery encounters would mean an opportunity for service providers to increase customer retention, (Bagherzadeh, Rawal, Wei, & Torres, 2020;McQuilken, Robertson, Abbas, & Polonsky, 2020;Khantimirov, Karande, & Ford, 2020;Hart, Heskett, & Sasser Jr., 1990) create a positive impact, and may lead to resilience. Further, "a good recovery can turn angry and frustrated (crisis experience) customers into loyal ones and can create more goodwill than if things had gone smoothly in the first place" (Hart et al, 1990).…”

Section: Technological Crisissupporting

confidence: 61%

“…Managerially, there are instances from service sectors where recovering failed services can create more goodwill than if things had gone smoothly in the first place and through this procedure, recovery encounters would mean an opportunity for service providers to increase customer retention (Bagherzadeh et al, 2020), that is resilience spillover. The next quote supports this argument/idea thus;…”

Section: Stage 2 Discussionmentioning

confidence: 99%

See 1 more Smart Citation

Positive Spillover of Political and Technological Crises on Persons, Organizations, and Destinations across Covid-19: A Data Triangulation Study

Onyeama¹

2021

OJPS

View full text Add to dashboard Cite

Crises are now parts of daily experience, peoples, organizations, and destinations experience crises. Most times, it occurs without realizing it, and even when people take note, it is the negative spillovers that are often emphasized more than the positive spillovers. Little do people realize that the crisis they are in today prepares them for tomorrow's strength. Unfortunately, there is little or no literature on the positive spillovers of crises. This study aims to fill the literature on the positive spillover of crises on peoples, organizations, and destinations using a qualitative data triangulation, comprising face-to-face interviews and textual data. The study employed spillover effect and resilience theories to justify the arguments. Findings from stage 1 analysis revealed three themes, and stage 2 analyzes supported the findings. Most times, survivors of crises end up becoming resilient after an experience. This study discussed managerial and practical implications, as well as limitations and future studies.

show abstract

Section: Technological Crisissupporting

confidence: 61%

Section: Stage 2 Discussionmentioning

confidence: 99%

Positive Spillover of Political and Technological Crises on Persons, Organizations, and Destinations across Covid-19: A Data Triangulation Study

Onyeama¹

2021

OJPS

View full text Add to dashboard Cite

show abstract

“…Service failure is defined as all service errors when a customer is involved with the service provider, so it can trigger negative emotions and the customer becomes dissatisfied [17]. Failure of service activities that occurred as a result of errors at the beginning of service received by customers, can be said not in accordance with customer expectations [18]. While service failure can be measured based that the failure of customer perception services based on the difference between customer predictions of SST performance in online transactions and the performance of products or services after using the product or service after the failure of the transaction [19].…”

Section: Service Failurementioning

confidence: 99%

The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Purnama

Sukmasari

Bhandari

2021

ATM

View full text Add to dashboard Cite

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

show abstract

“…Perhaps, customer dissatisfaction starts from customer service recovery (SR) processes. Among other service industries, hospitality is a major service industry around the globe (Bagherzadeh et al , 2020; Wang et al , 2019) and is considered as an important contributor in global economic growth (Mmutle and Shonhe, 2017; Rather, 2018b). More specifically, hotels among hospitality businesses gain special attraction and significant importance (Cheng et al , 2018; Rather, 2018a, Rather et al , 2018; Alrawadieh and Law, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…Service failure is a common occurrence in hospitality and tourism, where interactions between frontline employees and the focal customers frequently occur (Koc, 2019; Hwang and Mattila, 2020). Owing to the intangible nature of services (Siu et al , 2013), service failure is an inevitable phenomenon even in top-rated hotels, which can lead to negative service experiences (Bagherzadeh et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Shams

Rather

Rehman

et al. 2020

IJCTHR

View full text Add to dashboard Cite

Purpose In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty. Design/methodology/approach To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study. Findings The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty. Research limitations/implications The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry. Originality/value This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

show abstract

The journey from customer participation in service failure to co-creation in service recovery

Cited by 75 publications

References 52 publications

Positive Spillover of Political and Technological Crises on Persons, Organizations, and Destinations across Covid-19: A Data Triangulation Study

Positive Spillover of Political and Technological Crises on Persons, Organizations, and Destinations across Covid-19: A Data Triangulation Study

The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Contact Info

Product

Resources

About