Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1009687 | International Journal of Hospitality Management | 2012 | 11 Pages |
Abstract
The influence of service recovery efforts in the form of apology (error management) at three organizational levels – frontline, manager, and company – on consumer satisfaction and behavioral intentions was examined with a 2 × 2 × 2 experimental study. Results support the main effects of all three apology levels on consumer satisfaction with the service exchange (recovery) process. The results also indicate that frontline apology has greater influence on consumers’ satisfaction when a manager's apology is also present. Moreover, the study identifies perceived control and fairness as mediators of the relationships between apology levels and consumer satisfaction indicating potential theoretical and managerial implications.
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Authors
Priyanko Guchait, Min Gyung Kim, Karthik Namasivayam,