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首页> 外文期刊>Journal of Business Research >Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery
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Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery

机译：愤世嫉俗的顾客是否有不同的满足感？否定动机和客户参与在服务恢复中的作用

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This study examines the role of consumer cynicism in service recovery, specifically the process through which cynicism influences customer satisfaction. This study also investigates the role of customer participation in the recovery process when alleviating outcomes among cynical customers. Across one pilot study and two experiments, we demonstrate that cynicism negatively moderates the effects of perceived justice on satisfaction. Additionally, we demonstrate the mediating role of negative inferred motive in the relationship between perceived justice and customer satisfaction. Highly cynical customers were found to less favorably evaluate customer satisfaction than less cynical customers, as they infer recovery efforts to be motivated by firms' selfinterest rather than customers' interest. We also demonstrate that increasing customer participation in service recovery through joint recovery can overcome adverse outcomes and increase customer satisfaction among highly cynical customers. These findings offer important insights for service managers in designing effective service recovery strategies for cynical customers.
机译：这项研究考察了消费者玩世不恭在服务恢复中的作用，特别是玩世不恭影响客户满意度的过程。这项研究还调查了在减轻愤世嫉俗的客户的结果时，客户参与在恢复过程中的作用。在一项先导研究和两个实验中，我们证明犬儒主义消极地减轻了人们对正义感的满意度。此外，我们证明了负面推断动机在感知正义与客户满意度之间的关系中的中介作用。发现愤世嫉俗的客户对顾客满意度的评价不如愤世嫉俗的客户，因为他们推断恢复努力是由公司的自身利益而非顾客的利益驱动的。我们还证明，通过联合恢复增加客户对服务恢复的参与可以克服不利的结果并提高高度愤世嫉俗的客户之间的客户满意度。这些发现为服务经理为愤世嫉俗的客户设计有效的服务恢复策略提供了重要的见识。

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