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Considérer l’engagement affectif des clients pour gérer les incidents de service : l’expérience de service au restaurant

Author

Listed:
  • Anis Chtourou

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

  • Béatrice Siadou-Martin

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

Abstract

This research studies the impact of a compensation on the perceived equity of the exchange according to the customers' affective commitment and the perceived attribution of responsibility in the service failure. An experiment employed scenarios was conducted in restaurant context. Results show that, the compensation is necessary for low committed customers regardless of the responsibility of the company. However, it is necessary for high committed customers only when the company is perceived as responsible of service failure.

Suggested Citation

  • Anis Chtourou & Béatrice Siadou-Martin, 2020. "Considérer l’engagement affectif des clients pour gérer les incidents de service : l’expérience de service au restaurant," Post-Print hal-03010018, HAL.
    • Handle: RePEc:hal:journl:hal-03010018
    DOI: 10.3917/g2000.373.0111
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    Cited by:

    1. Hallem, Associate Professor Yousra & Abbes, Associate Professor Intissar & Hikkerova, Professor Lubica & Taga, Media Planner Nadia, 2021. "A trust model for collaborative redistribution platforms:A platform design issue," Technological Forecasting and Social Change, Elsevier, vol. 170(C).

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