The effect of organizational responses to service failures on customer satisfaction perception

Cheung, Millissa; To, W. M.

Abstract

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.

• Journal Article Type: Article
• Acceptance Date: Nov 21, 2016
• Online Publication Date: Dec 9, 2016
• Publication Date: 2017-12
• Deposit Date: Feb 7, 2023
• Journal: Service Business
• Print ISSN: 1862-8516
• Publisher: Springer
• Peer Reviewed: Peer Reviewed
• Volume: 11
• Issue: 4
• Pages: 767-784
• DOI: https://doi.org/10.1007/s11628-016-0328-z
• Keywords: Responses to service failures, Perceived justice of recovery, Recovery satisfaction, Motivational orientations