The effect of service recovery on socially distant third-party customers: An experimental research on emotions, forgiveness, repatronage intention and WoM
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Dosyalar
Tarih
2024
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Emerald Group Publishing Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
PurposeService failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from. This study investigates the effect of third-party customers' emotions on consumer forgiveness, negative word-of-mouth (WoM) and repatronage intentions in the service recovery process by comparing close and distant third-party customers.Design/methodology/approachThis study utilizes a 2 (social distance to the focal customer: close, distant) x 2 (service recovery: yes, no) between-subjects design. The authors used a scenario-based experiment to test the proposed hypotheses. A total of 576 respondents were involved in the study.FindingsThe results from the authors' scenario-based experimental study show that positive and negative emotions felt by distant third-party customers are higher than those of close third-party customers. In addition, the effect of positive emotions on customer forgiveness is more substantial for distant third-party customers. Third, moderated-mediation analysis indicates that social distance has a moderator effect only on the relationship between positive emotions and customer forgiveness.Originality/valueThis study contributes to the service literature by comparing socially close and socially distant third-party customers' reactions to service failure and recovery attempts.
Açıklama
Anahtar Kelimeler
Service Failure, Service Recovery, Third-Party Customers, Emotions, Customer Forgiveness, Positive Emotions
Kaynak
Journal of Service Theory and Practice
WoS Q Değeri
N/A
Scopus Q Değeri
Q1
Cilt
34
Sayı
4
