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Customers’ emotions in service failure and recovery: a meta-analysis
Marketing Letters ( IF 3.426 ) Pub Date : 2020-06-10 , DOI: 10.1007/s11002-020-09517-9
Sara Valentini , Chiara Orsingher , Alexandra Polyakova

Customers’ emotions have emerged as a dominant dimension in the complaint-handling domain. This research provides a quantitative synthesis of the role of emotions triggered by service failure and recovery situations. First, we develop a unifying conceptual framework that considers emotional reactions triggered by both service failure and recovery and explains why customers are likely to get “emotional twice.” Second, we show that studies conceptualize emotions using different underlying theoretical assumptions (discrete versus dimensional models). Our results show that this distinction significantly affects the strength of the relationship between emotions and their correlates. Third, our meta-analysis highlights what recovery actions managers should consider when they need to address customers’ negative emotions or want to enhance positive emotions. Monetary compensations are the only tool that can attenuate the strength of negative emotions. Clear communication of the waiting time and procedures required to complete the recovery process can strengthen positive emotions.

中文翻译:

客户对服务故障和恢复的情感:荟萃分析

在投诉处理领域,客户的情绪已成为主要方面。这项研究提供了由服务故障和恢复情况触发的情绪作用的定量综合。首先,我们开发了一个统一的概念框架,该框架考虑了由于服务故障和恢复而引发的情绪反应,并解释了为什么客户很可能会获得“两次情绪激动”。其次,我们表明研究使用不同的基础理论假设(离散模型与维模型)将情感概念化。我们的结果表明,这种区别显着影响了情绪及其关联之间的关系强度。第三,我们的荟萃分析强调了管理人员在需要解决客户的负面情绪或想要增强正面情绪时应考虑的恢复措施。货币补偿是唯一可以减弱负面情绪强度的工具。清晰地传达完成恢复过程所需的等待时间和程序,可以增强积极情绪。
更新日期:2020-06-10
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