Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction

Simple item page
dc.contributor.authorBoshoff, C.en_ZA
dc.date.accessioned2013-07-03T08:19:13Z
dc.date.available2013-07-03T08:19:13Z
dc.date.issued2012
dc.descriptionCITATION: Boshoff, C. 2012. Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction. South African Journal of Business Management, 43(3):a470, doi:10.4102/sajbm.v43i3.470.
dc.descriptionThe original publication is available at https://sajbm.org
dc.description.abstractOwing 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.
dc.description.urihttps://sajbm.org/index.php/sajbm/article/view/470
dc.description.versionPublisher's version
dc.format.extent12 pages
dc.identifier.citationBoshoff, C. 2012. Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction. South African Journal of Business Management, 43(3):a470, doi:10.4102/sajbm.v43i3.470.
dc.identifier.issn2078-5976 (online)
dc.identifier.issn2078-5585 (print)
dc.identifier.otherdoi:10.4102/sajbm.v43i3.470
dc.identifier.urihttp://hdl.handle.net/10019.1/81922
dc.language.isoen
dc.publisherAOSIS
dc.rights.holderAuthor retains copyright
dc.subjectBusiness enterprises -- South Africaen_ZA
dc.titleCan service firms overdo service recovery? An assessment of non-linearity in service recovery satisfactionen_ZA
dc.typeArticle
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
boshoff_service_2012.pdf
Size:
480.85 KB
Format:
Adobe Portable Document Format
Description:
Download article
Download
Collections
Research Articles (Business Management)