کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1027267 | 942204 | 2010 | 8 صفحه PDF | دانلود رایگان |
![عکس صفحه اول مقاله: The influence of failure severity and employee effort on service recovery in a service guarantee context The influence of failure severity and employee effort on service recovery in a service guarantee context](/preview/png/1027267.png)
This experimental study utilised a sample of 131 online panel members to examine how service failure severity and perceived employee effort influence consumers’ postrecovery negative WOM and trust evaluations in the context of a 100% satisfaction guarantee. In this study, while the promised guarantee compensation is forthcoming, the failure remains uncorrected. Findings indicate that while the level of effort does not influence negative WOM when a major problem eventuates, high versus low levels of effort are appreciated for a minor failure. Evaluations of trust are enhanced when employees display a high versus a low level of effort across both minor and severe failure conditions. Overall, findings suggest that it would be unwise for organisations offering a “100% satisfaction or your money back” guarantee to rely too heavily on economic compensation to recover from service failures; the failure itself must also be rectified.
Journal: Australasian Marketing Journal (AMJ) - Volume 18, Issue 4, November 2010, Pages 214–221