Consumer responses to compensation, speed of recovery and apology after a service failure

By Jochen Wirtz, Anna S. Mattila. 2004

742 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a824449968cb4d092d1713c244b63939b12013e4

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In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Service Employee Responses to Angry Customer Complaints (2017, background): “Managerial Implications It is not uncommon that service recovery is unsuccessful, whereby a failed recovery further intensifies dissatisfaction (Maxham 2001; Wirtz and Mattila 2004) and can lead to customer switching (Keaveney 1995).”
Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses (2007, background): “For example, Bechwati and Morrin (2003) find that behaving rudely and implying that the failure is the customer’s mistake (shifting the blame) increases retaliatory behaviors, while Wirtz and Matilla (2004) find that apologizing increases conciliatory behaviors.”
Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes (2017, background): “Blame attribution is argued to be an important mediator of customer failure perceptions and outcomes, such that it mediates between perceived control (Hui and Toffoli 2002) or service recovery efforts (Wirtz and Mattila 2004) and service failure outcomes.”
The nature of an apology: An experimental study on how to apologize after a service failure (2013, methodology): “A considerable amount of studies support that complainants, who receive an apology, are more satisfied than customers who receive no apology (e.g., Bradley and Sparks 2009; Coulter 2009; Wirtz and Mattila 2004).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “Some researchers examined the impact of online service recovery strategies on customers' perceptions of companies (Azemi et al., 2019; Ringberg et al., 2007; Wirtz & Mattila, 2004).”
Identifying Optimal Rapport-Building Behaviors In Inducing Patrons’ Emotional Attachment In Luxury Restaurants (2014, background): “In addition, when customers experience problems, an employee’s sincere apology and efforts to make amends can induce service recovery satisfaction, which is a key determinant of positive future behavior and emotional attachment (Wirtz & Mattila, 2004).”
Identifying Appropriate Compensation Types for Service Failures (2014, background): “Numerous studies report positive effects of compensation on customer reactions like satisfaction (SAT), loyalty (LOY), or positive word of mouth (WOM; e.g., Bonifield and Cole 2008; Mattila and Patterson 2004; Wirtz and Mattila 2004).”
Opportunistic customer claiming during service recovery (2010, background): “Considerable research has focused on what constitutes effective recovery (Karande et al. 2007; Wirtz and Mattila 2004).”
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “Some studies assess attributions immediately after the service failure (e.g., Hess 2008), whereas others take the assessments only after the service recovery attempt (e.g., Wirtz and Mattila 2004).”
Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “Shorter response times result in positive consumer evaluations, such as favorable attributions of stability and controllability (Wirtz and Mattila, 2004), a greater propensity to share information and higher levels of customer praise and recommendations (Swanson and Kelley, 2001), as well as…”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “…perceived justice as a key concept in the formation of customer evaluative judgements on organisation responses to a service failure (for example, Hoffman & Kelley, 2000; Mattila, 2001; Mattila & Cranage, 2005; Shapiro & Nieman-Gonder, 2006; Sparks & McCollKennedy, 2001; Wirtz & Mattila, 2004).”