客户关系脆弱性在服务恢复中的作用

IF 9.8 2区管理学 Q1 BUSINESS

Journal of Service Research Pub Date : 2023-08-18 DOI:10.1177/10946705231195008

Sadrac Cenophat, M. Eisend, Tomás Bayón, A. Haas

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引用次数: 0

摘要

服务补救措施的有效性主要是通过交换理论来解释的，交换理论隐含地假设客户希望建立有益的关系。本研究通过强调客户脆弱性的关键作用，扩展了这一传统的研究。根据危机理论，我们认为服务恢复计划的有效性取决于客户关系脆弱性(CRV)，它被定义为客户在与服务公司的关系中容易受到心理伤害。研究结果表明，在脆弱的客户中，提供全面服务的恢复并不总是可能的。我们讨论了对理论和服务管理实践的启示。

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The Role of Customer Relationship Vulnerability in Service Recovery

The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer’s vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as a customer predisposition to psychological harm in relationships with service firms. The findings show that a full-service recovery is not always possible among vulnerable customers. We discuss the implications for theory and service management practice.

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来源期刊

Journal of Service Research BUSINESS-

CiteScore

20.30

自引率

6.50%

发文量

期刊介绍： The Journal of Service Research (JSR) is recognized as the foremost service research journal globally. It is an indispensable resource for staying updated on the latest advancements in service research. With its accessible and applicable approach, JSR equips readers with the essential knowledge and strategies needed to navigate an increasingly service-oriented economy. Brimming with contributions from esteemed service professionals and scholars, JSR presents a wealth of articles that offer invaluable insights from academia and industry alike.