Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction
South African Journal of Business Management
| Field | Value | |
| Title | Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction | |
| Creator | Boshoff, C. | |
| Description | Owing to the human nature of service delivery service failures occasionally occur. Persistently poor service delivery will, however, have a harmful impact on the survival and growth prospects of service firms. Service failure thus calls for remedial action, better known as service recovery. A variety of remedies have been proposed over the years. These remedies or tactics include fixing the problem, apologising, compensation (financial compensation or other forms of redress), a timely response and offering an explanation. A general theme in the service recovery literature is that ‘more is better’. The validity of this contention has, however, not been adequately considered. In other words, in a service recovery context, is more always better? Can service recovery be over-done (known as ‘over-benefitting’)? If so, what are the consequences? Based on the results of two field-type experimental studies involving a sample of 12 800 respondents the conclusion is that over-benefitting can be counter-productive. Over-benefitting consistently produced satisfaction scores lower than service recovery that was more moderate in nature. | |
| Publisher | AOSIS | |
| Date | 2012-09-30 | |
| Identifier | 10.4102/sajbm.v43i3.470 | |
| Source | South African Journal of Business Management; Vol 43, No 3 (2012); 1-12 2078-5976 2078-5585 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajbm.org/index.php/sajbm/article/view/470/399
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