Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives
Document Type
Article
Publication Date
2018
Publication Title
Services Marketing Quarterly
DOI
10.1002/mar.2128010.1080/15332969.2017.1398021
ISSN
1533-2977
Abstract
While extant research has examined the effects of service recovery on customer attitude and behavior, little is known about whether customers react differently to the same recovery depending on whether they are victims or observers of a service failure. Adopting the “other customers” perspectives, this study used a quasiexperimental design using scenarios in a professional services context with 267 U.S. respondents recruited from Qualtrics national online panel. We found that when compensation is offered, victims will perceive a higher level of distributive justice than observers. However, the effects of service recovery on forgiveness intention is stronger among observers than victims.
Recommended Citation
Shin, Hyunju, Riza Casidy, Anna S. Mattila.
2018.
"Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives."
Services Marketing Quarterly, 39 (1): 1-21.
doi: 10.1002/mar.2128010.1080/15332969.2017.1398021
https://digitalcommons.georgiasouthern.edu/marketing-facpubs/104
