Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-10-01 DOI:10.1080/15332667.2019.1705744

M. Ruiz-Molina, Teresa Fayos-Gardó, Beatriz Moliner-Velázquez

引用次数: 1

Abstract

Abstract Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfaction, and both conventional and online word-of-mouth, as well as the moderating role of information and communication technologies (ICT) on the relationship between retailer’s efforts and satisfaction with the service recovery. On a sample of 336 retail customers who experienced service failure, we use SEM and multigroup analysis. As a result of the data analysis, there is evidence supporting the positive impact of attributions and recovery efforts on satisfaction, and the influence of the latter on both conventional and online word-of-mouth. Furthermore, the moderating influence of technology in the “recovery efforts-satisfaction” relationship is evidenced. Practical implications for retail managers and further research are presented.

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零售商的ICT能否增强服务恢复工作对客户满意度的影响？

摘要服务回收仍然是学术界和从业者非常感兴趣的话题。本文旨在探讨恢复努力与因果归因、满意度、传统口碑和网络口碑之间的关系，以及信息和通信技术在零售商努力与服务恢复满意度之间关系中的调节作用。在336名经历过服务失败的零售客户的样本中，我们使用SEM和多组分析。数据分析的结果表明，有证据支持归因和恢复努力对满意度的积极影响，以及后者对传统口碑和网络口碑的影响。此外，技术在“恢复努力-满意度”关系中的调节作用也得到了证明。提出了对零售经理的实际意义和进一步的研究。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.