| Autor: |
Jong-Hyeong Kim, Wenxuan Du, Hyewon Youn |
| Rok vydání: |
2021 |
| Předmět: |
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| Zdroj: |
Asia Pacific Journal of Marketing and Logistics. 34:437-453 |
| ISSN: |
1355-5855 |
| Popis: |
PurposeThe service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding any such evidence. To address this discrepancy, this study aims to investigate the SRP.Design/methodology/approachThis study re-examined the phenomenon of the SRP with a field study and provided further evidence in a subsequent experimental study in which the failure and recovery conditions were carefully manipulated.FindingsThe results of this study suggest that the SRP was observed in neither the field study nor the scenario experiment.Practical implicationsThis study can influence the current service management of restaurants with regard to service failures in several ways.Originality/valueThis research is a pioneering effort to examine the SRP by conducting both a field study and a scenario experiment. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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