Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective
In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies reveal that consumers' response to recovery a...
| Main Authors: | , , , , |
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| Format: | Article |
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Elsevier
2018
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| Online Access: | https://eprints.nottingham.ac.uk/46768/ |
| _version_ | 1848797395974881280 |
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| author | Chen, Tong Ma, Ke Bian, Xuemei Zheng, Chundong Devlin, James |
| author_facet | Chen, Tong Ma, Ke Bian, Xuemei Zheng, Chundong Devlin, James |
| author_sort | Chen, Tong |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies reveal that consumers' response to recovery anchors on the magnitude of recovery but these responses are adjusted according to consumers' moral judgment of service failure. Specifically, consumers react more positively toward expected recovery than high recovery and these effects are pronounced when consumers are low in moral judgment of service failure. In contrast, when consumers are high in moral judgment of service failure, although high recovery (compared with expected recovery) lessens the likelihood of negative word of mouth this effect does not transfer to repurchase tendency. Product involvement does not provide alternative explanations for the findings. The findings of this research have important and meaningful implications for business providers. |
| first_indexed | 2025-11-14T20:03:12Z |
| format | Article |
| id | nottingham-46768 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T20:03:12Z |
| publishDate | 2018 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-467682020-05-04T19:52:56Z https://eprints.nottingham.ac.uk/46768/ Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective Chen, Tong Ma, Ke Bian, Xuemei Zheng, Chundong Devlin, James In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies reveal that consumers' response to recovery anchors on the magnitude of recovery but these responses are adjusted according to consumers' moral judgment of service failure. Specifically, consumers react more positively toward expected recovery than high recovery and these effects are pronounced when consumers are low in moral judgment of service failure. In contrast, when consumers are high in moral judgment of service failure, although high recovery (compared with expected recovery) lessens the likelihood of negative word of mouth this effect does not transfer to repurchase tendency. Product involvement does not provide alternative explanations for the findings. The findings of this research have important and meaningful implications for business providers. Elsevier 2018-01 Article PeerReviewed Chen, Tong, Ma, Ke, Bian, Xuemei, Zheng, Chundong and Devlin, James (2018) Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective. Journal of Business Research, 82 . pp. 1-9. ISSN 0148-2963 Service failure Moral judgment Recovery magnitude Expected recovery High recovery Recovery performance http://www.sciencedirect.com/science/article/pii/S0148296317302886 doi:10.1016/j.jbusres.2017.08.025 doi:10.1016/j.jbusres.2017.08.025 |
| spellingShingle | Service failure Moral judgment Recovery magnitude Expected recovery High recovery Recovery performance Chen, Tong Ma, Ke Bian, Xuemei Zheng, Chundong Devlin, James Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title | Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title_full | Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title_fullStr | Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title_full_unstemmed | Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title_short | Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| title_sort | is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective |
| topic | Service failure Moral judgment Recovery magnitude Expected recovery High recovery Recovery performance |
| url | https://eprints.nottingham.ac.uk/46768/ https://eprints.nottingham.ac.uk/46768/ https://eprints.nottingham.ac.uk/46768/ |