The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Interactive Effects of Proactive and Reactive Service Recovery Strategies: The Case of Rapport and Compensation1
Open accessAbstract
Researchers have recently investigated the efficacy of different strategies for recovery from service failure. This paper reports 2 studies that test the effects of a reactive (compensation) and a proactive recovery strategy (establishing prior rapport between service provider and customer). These strategies, plus aspects of the service problem, were manipulated using written scenarios. Consistent with predictions based on justice theory and the service recovery literature, customer evaluations were more favorable following high rapport, high compensation, minor service failures, and nonfinancial losses. Rapport and compensation interacted in a manner consistent with the fair process effect, although this interaction varied with failure severity and the dependent variable studied. The research underscores the importance of relationship building in the management of service failures.
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Customers who are satisfied with complaint handling engage in positive WOM and are more loyal than customers who are dissatisfied with complaint handling.
“Applied to post-complaint behavior, it is shown that customers who are satisfied with complaint handling engage in positive WOM and are more loyal than customers who are dissatisfied with complaint handling. This holds true for transaction-specific satisfaction (Weun, Beatty, and Jones 2004; Worsfold, Worsfold, and Bradley 2007) and for cumulative satisfaction (Davidow 2000; Spreng, Harrell, and”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Worsfold, Worsfold, and Bradley 2007
The Study 2 results (unnumbered results section; page unavailable) report greater satisfaction and repatronage intentions under more favorable recovery conditions, supporting the loyalty-related part of the claim. The paper measures intentions rather than actual loyalty behavior, and our copy does not report positive word of mouth or directly compare customers satisfied versus dissatisfied with complaint handling. (LLM, conf=0.85)
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Cites
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Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
Mattila, A. S., & Patterson, P. G. (2004) · Journal of Service Research · doi:10.1177/1094670503262947 · Cited by 325
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Cited by
Sorted by citations
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery
Haupt, M., Rozumowski, A., Freidank, J., & Haas, A. (2023) · Electronic Markets · doi:10.1007/s12525-023-00673-0 · Cited by 57
Metadata
- Authors
- Worsfold, K., Worsfold, J., & Bradley, G.
- Affiliations
- Griffith University (AU)
- Corresponding author
- Bradley, Graham
- Venue
- Journal of Applied Social Psychology
- Publisher
- Wiley
- Published
- 2007-10-17
- Volume
- 37
- Issue
- 11
- Pages
- 2496-2517
- ISSN
- 0021-9029 (ISSN-L)
- 1559-1816
- OpenAlex
- W2092813823
- Cited by
- 45
- References
- 2
- Citations by year
- 2026: 1 · 2025: 6 · 2024: 2 · 2023: 2 · 2022: 1 · 2021: 3 · 2020: 5 · 2018: 3 · 2017: 2 · 2016: 3 · 2015: 3 · 2014: 2 · 2013: 2 · 2012: 2
- FWCI
- 4.54
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Applied Social Psychology (publishedVersion)
- Griffith Research Online (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Keywords
- service recovery, proactive recovery, compensation, service failure, theory of justice, failure severity, relationship building, consumer evaluation
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