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K-State Research Exchange >
College of Human Ecology >
Hospitality Management and Dietetics >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/2097/966
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| Title: | Modeling roles of service recovery strategy: A relationship-focused view |
| Authors: | Ok, Chihyung
Shanklin, Carol W.
Back, Ki-Joon |
| Publication Date: | 2005 |
| Type: | Article (author version) |
| Journal: | Journal of hospitality and tourism research |
| Volume: | 29 |
| Issue: | 4 |
| Starting Page: | 484 |
| Ending Page: | 507 |
| Permissions: | The final, definitive version of this article has been published in the Journal of Hospitality and Tourism Research, 29/4, 2005. © SAGE Publications Ltd., 2005 by SAGE Publications Ltd at the Journal of Hospitality and Tourism Research page: http://jht.sagepub.com on SAGE Journals Online: http://online.sagepub.com/ |
| Keywords: | Service recovery
Justice theory
Recovery satisfaction
Trust and commitment
Overall satisfaction
Behavioral intentions |
| Abstract: | This study proposed and tested a theoretical model consisting of antecedents and consequences of recovery satisfaction using scenario experimentation with three dimensions of justice manipulated at two
levels each (2x2x2 factorial design). Each participant was provided the same service failure (overcooked steak) scenario and one of the eight recovery scenarios (a combination of dimensions of justice). Structural equation modeling was used to test the hypotheses based on 286 cases.
All three dimensions of justice had positive effects on recovery satisfaction. Recovery satisfaction had positive effects on trust and overall satisfaction. Trust had positive effects on commitment and overall satisfaction. Commitment had positive effects on overall satisfaction and behavioral intentions. Although a service failure might negatively affect customers' relationship with the service
provider, effective recovery can reinforce attitudinal and behavioral outcomes. The study findings emphasized that recovery efforts should be viewed not only as a strategy to recover immediate satisfaction but also as a relationship tool to build long-term relationships with customers. |
| URI: | http://hdl.handle.net/2097/966 |
| Appears in Collections: | Hospitality Management and Dietetics
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