服务补救
服务(商务)
服务交付框架
服务保证
服务水平目标
业务
服务设计
营销
客户宣传
客户服务保证
服务产品管理
过程管理
服务质量
作者
Ting Hin Ho,Dewi Tojib,Yelena Tsarenko
标识
DOI:10.1016/j.ijhm.2020.102501
摘要
The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving positive service outcomes. This research addresses the question: How do interactions between customers and these service actors (human staff/automated technological interface/fellow customer) influence their service experience following a service failure? We draw on role theory and answer this question via three experimental studies. Findings show that customers evaluate their service experience less favourably when receiving service recovery from fellow customers rather than firms (human staff and service robots). Furthermore, a firm’s instrumental recovery, rather than informational recovery, leads to a more favourable service evaluation, although this effect is absent when service recovery was given by fellow customers. Findings provide insights into the role of each actor in determining customer service evaluation.
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