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The road to recovery: Overcoming service failures through positive emotions

Author

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  • Lastner, Matthew M.
  • Folse, Judith Anne Garretson
  • Mangus, Stephanie M.
  • Fennell, Patrick

Abstract

This research builds upon a service recovery framework, providing new perspectives on the role of two discrete, positive emotions – gratitude and pride – in process-oriented service failure and service recovery encounters. Specifically, this research demonstrates that recovery actions are appraised and trigger these emotions to promote the positive satisfaction–RPI link. Study 1 highlights the importance of service providers' recovery intentions, finding that benevolent motivations can be appraised to elicit gratitude and mediate the effects of recovery actions on outcomes. Study 2 reveals the effects of the agent responsible for the service recovery, showing that positive effects of service provider and customer initiated recovery determines whether gratitude or pride is elicited, with both emotions promoting favorable effects. Implications of these service provider recovery strategies are discussed along with suggestions that further investigations move away from global emotions and toward discrete emotions to further understand the existing service recovery framework.

Suggested Citation

  • Lastner, Matthew M. & Folse, Judith Anne Garretson & Mangus, Stephanie M. & Fennell, Patrick, 2016. "The road to recovery: Overcoming service failures through positive emotions," Journal of Business Research, Elsevier, vol. 69(10), pages 4278-4286.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:10:p:4278-4286
    DOI: 10.1016/j.jbusres.2016.04.002
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    References listed on IDEAS

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    Cited by:

    1. Antonio Kuzmanić & Jasmina Dlačić & Borut Milfelner, 2023. "Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers," Central European Business Review, Prague University of Economics and Business, vol. 2023(2), pages 61-85.
    2. Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay, 2021. "Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 757-779, December.
    3. Zhu, John Jianjun & Chang, Yung-Chun & Ku, Chih-Hao & Li, Stella Yiyan & Chen, Chi-Jen, 2021. "Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning," Journal of Business Research, Elsevier, vol. 129(C), pages 860-877.
    4. Azemi, Yllka & Ozuem, Wilson & Howell, Kerry E. & Lancaster, Geoff, 2019. "An exploration into the practice of online service failure and recovery strategies in the Balkans," Journal of Business Research, Elsevier, vol. 94(C), pages 420-431.
    5. Kobel, Sarah & Groeppel-Klein, Andrea, 2021. "No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations," Journal of Business Research, Elsevier, vol. 132(C), pages 260-269.
    6. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
    7. Collier, Joel E. & Barnes, Donald C. & Abney, Alexandra K. & Pelletier, Mark J., 2018. "Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter," Journal of Business Research, Elsevier, vol. 84(C), pages 150-161.
    8. Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
    9. Chenyu Gu & Yu Zhang & Linhao Zeng, 2024. "Exploring the mechanism of sustained consumer trust in AI chatbots after service failures: a perspective based on attribution and CASA theories," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    10. Steven Kayambazinthu Msosa, 2021. "Integrating Technology And Digital Connectivity In Service Recovery Strategies To Achieve Recovery Satisfaction During The Covid-19 Pandemic: A Hybrid Approach," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 7(5).
    11. Bård Tronvoll & Bo Edvardsson, 2019. "Exploring Customers’ Experiences of Service Co-Recovery," Service Science, INFORMS, vol. 11(3), pages 189-200, October.

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