回应负面评论?管理响应策略与服务故障类型的相互作用

IF 11.9 1区 管理学 Q1 BUSINESS
Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua
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引用次数: 4

摘要

摘要:餐馆在处理在线服务故障时,往往会遇到一些困难。在这个基于场景的实验中,研究人员研究了管理响应类型以及两种主要类型的服务失败对三种结果的有效性。一些重要的结果是,餐馆是否提供赔偿或道歉并不重要;只要管理层对负面评论做出回应,公司的声誉管理就会起作用,顾客就会愿意在这家餐厅购物。然而,有趣的是,就客户的恢复满意度而言,调查结果强调,公司要么根本不回应,要么赔偿不满意的客户,而不是仅仅写一封道歉信。关于服务失败的技术维度和功能维度同时存在,影响顾客的恢复满意度和购买意愿,研究结果强调了技术维度的中心性,这与先前的研究结果相矛盾。对研究结果进行了讨论,并提出了对未来研究的建议。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Responding to negative reviews? The interplay of management response strategy and service failure type
ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.
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来源期刊
CiteScore
20.90
自引率
6.40%
发文量
33
期刊介绍: The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.
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