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首页> 外文期刊>Business process management journal >Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty
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Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty

机译：补救或服务失败的补救措施？：服务恢复对客户满意度和忠诚度的影响

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Purpose - This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach - A conceptual framework encompassing the concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to develop recovery strategies that meet customer expectations of how their banks should handle such problems. Findings - Results show that communication had a significant relationship with service recovery and that higher levels of redress independently increase positive consumer responses. The findings also show that the interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was highest and negative word-of-mouth intentions lowest only under conditions of high responsiveness and courtesy. Research limitations/implications - Service recovery is process-oriented, and does not assess whether the reported problem that led to the actual complaint has been resolved. This aspect of the study opens a number of directions for future research with the goal of increasing the still limited understanding of service recovery issues in commercial banks. To achieve an in-depth view, a more comprehensive qualitative study that pursues the same research questions may be appropriate. Practical implications - An implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by service quality leaders should aim to provide just resolutions/fairness in service recovery. This study also provides insight into a company's customer relationship management practices. However, in order to encourage customers to complain directly, a company, if complained to, needs to enhance the perception of a possible outcome. Originality/value - A conceptual framework is developed and used to investigate the relationship between service recovery, consumer satisfaction and loyalty.
机译：目的-本文旨在通过研究商业银行环境中服务恢复，消费者满意度和忠诚度之间的关系，为不断增长的服务恢复知识做出贡献。设计/方法/方法-开发了一个概念框架，其中包含在商业银行环境中的服务恢复，沟通，客户满意度和客户忠诚度的概念。问卷的设计重点是与调查服务失败原因的努力有关的问题，并制定符合客户对银行应如何处理此类问题的期望的恢复策略。调查结果-结果表明，沟通与服务恢复有着显着的关系，较高的补偿水平可以独立地增加积极的消费者反应。研究结果还表明，员工反应能力和礼貌的互动也可以对消费者评估产生积极影响。仅在高响应度和礼貌的条件下，满意度是最高的，而负面口碑是最低的。研究的局限性/含义-服务恢复是面向过程的，并且不评估导致实际投诉的报告问题是否已解决。该研究的这一方面为将来的研究开辟了许多方向，其目的是增加对商业银行服务回收问题的了解仍然有限。为了获得更深入的了解，对相同的研究问题进行更全面的定性研究可能是合适的。实际含义-含义是，在处理与客户不满意相关的投诉时，服务质量负责人采取的方法应旨在提供服务恢复中的解决方案/公平性。该研究还提供了对公司客户关系管理实践的见解。但是，为了鼓励客户直接投诉，如果公司受到投诉，则需要增强对可能结果的感知。原创性/价值-开发了概念框架，用于研究服务恢复，消费者满意度和忠诚度之间的关系。

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