Research on the Impact of Service Failure Attribution and Recovery on Customer Satisfaction
- DOI
- 10.2991/aebmr.k.201128.097How to use a DOI?
- Keywords
- Service recovery, Service failure Attributions, customer satisfaction
- Abstract
Online shopping has become an indispensable part of our lives. It brings a lot of convenience to our lives, but the characteristics of online shopping services make its more and more frequent mistakes. Service failure will have a great negative impact on customer satisfaction and loyalty. Therefore, from the perspective of attribution, this article discusses the impact of service failure attribution and different service recovery methods on the effect of service recovery, and the matching relationship between different error attribution and service recovery methods. This article takes consumer groups who have experienced service failure in JD as the research object, and obtains data through questionnaires for empirical analysis. The results show that the attribution stability and controllable attribution of service failure have a significant impact on satisfaction after recovery. Different attribution makes the importance of different service recovery methods in customers’ minds significantly different. The recovery initiative has the greatest impact on customer satisfaction after recovery, and the tangible compensation alone has the least impact.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Huifang Jiang PY - 2020 DA - 2020/11/30 TI - Research on the Impact of Service Failure Attribution and Recovery on Customer Satisfaction BT - Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020) PB - Atlantis Press SP - 509 EP - 512 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.201128.097 DO - 10.2991/aebmr.k.201128.097 ID - Jiang2020 ER -