Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed.,This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2 (outcome failure vs process failure) service failure between-subjects design. Data were collected using an online panel.,This study finds that employees’ low warmth and high competence in outcome failure situations and high warmth and low competence in process failure situations are most effective at increasing customers’ service recovery cooperation intention. The findings further suggest that customers’ cooperation intention is prone to tradeoffs between customers’ perceptions of employees’ warmth and competence as suggested by compensation effects in social cognition theory, such that the effectiveness of employees’ warmth (competence) is curtailed by employees’ competence (warmth).,The findings of this study provide insights to hospitality managers for effective service recovery management. Hospitality companies can enhance customers’ behavioral intentions by training employees to demonstrate appropriate warmth and competence combination that meet customers’ expectations for a specific failure type.,This study argues that customer’s service recovery cooperation intention depends on the combination of warmth and competence displayed by employees after a service failure. The expected combination of warmth and competence varies depending on the service failure context.

中文翻译：

---

考察员工的热情，能力和服务失败类型对客户服务恢复合作意向的交互影响

从社会认知理论中的补偿效应出发，本研究旨在研究员工的热情，能力和服务失败类型对服务失败后，服务恢复完成前客户服务恢复合作意向的交互作用。基于场景的实验，对象间设计的服务失效为2（高与低）×2（高与低）能力×2（结果失败与过程失败）。使用在线面板收集数据。本研究发现，员工在结果失败情况下的低热情和高能力，在过程失败情况下的高热情和低能力最有效地提高了客户的服务恢复合作意向。研究结果进一步表明，客户的合作意向很容易在社会认知理论中的补偿效应表明，客户对员工的温暖感和能力的认知之间进行权衡，从而使员工的热情（能力）的有效性受到员工能力的限制。 （温暖）。本研究的结果为酒店经理提供了有效的服务恢复管理见解。接待公司可以通过培训员工展示适当的热情和能力组合来满足客户对特定故障类型的期望，从而增强客户的行为意图。本研究认为，客户的服务恢复合作意图取决于员工所表现出的热情和能力的组合服务失败后。