TY - JOUR
T1 - Service Recovery, Justice Perception, and Forgiveness
T2 - The “Other Customers” Perspectives
AU - Shin, Hyunju
AU - Casidy, Riza
AU - Mattila, Anna S.
PY - 2018/1/4
Y1 - 2018/1/4
N2 - While extant research has examined the effects of service recovery on customer attitude and behavior, little is known about whether customers react differently to the same recovery depending on whether they are victims or observers of a service failure. Adopting the “other customers” perspectives, this study used a quasiexperimental design using scenarios in a professional services context with 267 U.S. respondents recruited from Qualtrics national online panel. We found that when compensation is offered, victims will perceive a higher level of distributive justice than observers. However, the effects of service recovery on forgiveness intention is stronger among observers than victims.
AB - While extant research has examined the effects of service recovery on customer attitude and behavior, little is known about whether customers react differently to the same recovery depending on whether they are victims or observers of a service failure. Adopting the “other customers” perspectives, this study used a quasiexperimental design using scenarios in a professional services context with 267 U.S. respondents recruited from Qualtrics national online panel. We found that when compensation is offered, victims will perceive a higher level of distributive justice than observers. However, the effects of service recovery on forgiveness intention is stronger among observers than victims.
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U2 - 10.1080/15332969.2017.1398021
DO - 10.1080/15332969.2017.1398021
M3 - Article
AN - SCOPUS:85035149610
SN - 1533-2969
VL - 39
SP - 1
EP - 21
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 1
ER -