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The effect of organizational responses to service failures on customer satisfaction perception

Author

Listed:
  • Millissa F. Y. Cheung

    (Hong Kong Shue Yan University)

  • W. M. To

    (Macao Polytechnic Institute)

Abstract

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.

Suggested Citation

  • Millissa F. Y. Cheung & W. M. To, 2017. "The effect of organizational responses to service failures on customer satisfaction perception," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 767-784, December.
    • Handle: RePEc:spr:svcbiz:v:11:y:2017:i:4:d:10.1007_s11628-016-0328-z
    DOI: 10.1007/s11628-016-0328-z
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    References listed on IDEAS

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    Cited by:

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    3. Zsofia Kenesei & Zsofia Bali, 2020. "Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 187-216, June.
    4. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.

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