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How to explain service failure? Impacts of justifications

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  • WeiWei Chen

    (Kun Shan University)

  • Hsiao-Ching Lee

    (National Kaohsiung University of Applied Sciences)

Abstract

This study examines how justifications that are offered by service providers affect the impacts of inferred motives and negative emotions on perceived fairness after service failure. Some researchers have indicated that justifications enhance perceived fairness, whereas others argue that they decrease the post-recovery satisfaction. After analyzing 270 responses, this study found that justifications mitigate the negative effects of inferences regarding service providers’ motives on perceived fairness, while they amplify the effects of negative emotions. Furthermore, when the affective relationship strength between service providers and consumers is greater, justifications effectively minimize the negative consequences of inferred motives and negative emotions.

Suggested Citation

  • WeiWei Chen & Hsiao-Ching Lee, 2018. "How to explain service failure? Impacts of justifications," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 331-356, June.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:2:d:10.1007_s11628-017-0349-2
    DOI: 10.1007/s11628-017-0349-2
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    References listed on IDEAS

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    Cited by:

    1. Gidaković, Petar & Čater, Barbara, 2021. "Perceived justice and service recovery satisfaction in a post-transition economy," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(1), pages 10-43.
    2. 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.

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