完整後設資料紀錄
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dc.contributor.authorChang, Chia-Chien_US
dc.contributor.authorChen, Chia-Yien_US
dc.date.accessioned2014-12-08T15:34:19Z-
dc.date.available2014-12-08T15:34:19Z-
dc.date.issued2013en_US
dc.identifier.issn0887-6045en_US
dc.identifier.urihttp://hdl.handle.net/11536/23506-
dc.identifier.urihttp://dx.doi.org/10.1108/JSM-06-2012-0097en_US
dc.description.abstractPurpose - Limited research has explored the potential marketing strategies to counter the damage associated with delayed recovery. Based on the construal level theory, this study seeks to suggest that customers tend to focus on different aspects of the compensation according to the speed of recovery. Thus, providing an adequate explanation to customers corresponding to expected recovery speed can effectively alleviate customer dissatisfaction with a delayed recovery. Design/methodology/approach - This study examined the proposed hypotheses using a 2 (immediate vs delayed) by 2 (explanation: process-focused vs outcome-focused) experimental design. Findings - The analytical results show that when an immediate recovery is available, an outcome-focused explanation will result in higher post-failure satisfaction than will a process-focused explanation. Conversely, when a delayed recovery is expected, post-failure satisfaction is higher for customers who receive a process-focused explanation than for those who receive an outcome-focused explanation. Practical implications - This study thus recommends that firms should provide explanations compatible with expected recovery speed to better enhance post-failure satisfaction. Originality/value - This study contributes to the body of service recovery literature by examining the differential effectiveness of outcome-focused and process-focused explanations under immediate and delayed recovery conditions. The findings provide a guideline that managers can use to formulate suitable explanations to alleviate the detrimental effects of delayed recovery.en_US
dc.language.isoen_USen_US
dc.subjectService failureen_US
dc.subjectConstrual level theoryen_US
dc.subjectRecovery speeden_US
dc.titleAlleviating the negative impact of delayed recovery: process- versus outcome-focused explanationsen_US
dc.typeArticleen_US
dc.identifier.doi10.1108/JSM-06-2012-0097en_US
dc.identifier.journalJOURNAL OF SERVICES MARKETINGen_US
dc.citation.volume27en_US
dc.citation.issue7en_US
dc.citation.spage564en_US
dc.citation.epage571en_US
dc.contributor.department管理科學系zh_TW
dc.contributor.departmentDepartment of Management Scienceen_US
dc.identifier.wosnumberWOS:000329417400005-
dc.citation.woscount0-
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