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首页> 外文期刊>European journal of marketing >Others service experiences:emotions, perceived justice, and behavior
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Others service experiences:emotions, perceived justice, and behavior

机译：其他服务经验：情绪，感知的正义和行为

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摘要

Purpose - Often, service failures are witnessed by other customers, but little is known about how consumers react to service recovery aimed at other customers. Using the deontic theory of justice, this paper aims to examine consumers' reactions to justice directed toward other customers. Design/methodology/approach - Two studies were conducted to test the hypotheses. Both were 2 x 2 between subjects quasi experimental designs using written scenarios and surveys. The scenarios depicted an observing customer witnessing a service failure and recovery happening to another customer.Findings - Results show that the valence of the recovery attempt impacted the observing customer's reactions and evaluations, and that the observer's processing frame and loyalty status of the victim impacted the observing customer's judgments of fairness and behavioral intentions. Originality/value - These results provide guidance to service providers by shedding light on the impact of service failures and recovery on surrounding customers.
机译：目的-服务故障通常是由其他客户看到的，但是对于消费者如何对针对其他客户的服务恢复做出反应知之甚少。本文使用公正的道义理论，旨在检验消费者对针对其他顾客的正义的反应。设计/方法/方法-进行了两项研究以检验假设。在使用书面方案和调查进行的准实验设计之间，两者均为2 x 2。这些场景描述了一个观察客户见证了另一个客户的服务故障和恢复。发现-结果表明，恢复尝试的价格影响了观察客户的反应和评估，观察者的处理框架和受害者的忠诚度也影响了观察客户。遵守客户对公平和行为意图的判断。独创性/价值-这些结果通过阐明服务故障和恢复对周围客户的影响为服务提供商提供了指导。

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