背景(考古学)
补偿(心理学)
服务(商务)
业务
样品(材料)
辅修(学术)
服务补救
营销
心理学
社会心理学
服务质量
政治学
古生物学
化学
色谱法
法学
生物
标识
DOI:10.1016/j.ausmj.2010.07.003
摘要
This experimental study utilised a sample of 131 online panel members to examine how service failure severity and perceived employee effort influence consumers’ postrecovery negative WOM and trust evaluations in the context of a 100% satisfaction guarantee. In this study, while the promised guarantee compensation is forthcoming, the failure remains uncorrected. Findings indicate that while the level of effort does not influence negative WOM when a major problem eventuates, high versus low levels of effort are appreciated for a minor failure. Evaluations of trust are enhanced when employees display a high versus a low level of effort across both minor and severe failure conditions. Overall, findings suggest that it would be unwise for organisations offering a “100% satisfaction or your money back” guarantee to rely too heavily on economic compensation to recover from service failures; the failure itself must also be rectified.
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