Access the full text.
Sign up today, get DeepDyve free for 14 days.
S. Goldstein, R. Johnston, J. Duffy, J. Rao (2002)
The service concept: the missing link in service design research?Journal of Operations Management, 20
K. Basso, C. Pizzutti (2016)
Trust Recovery Following a Double DeviationJournal of Service Research, 19
Jiraporn Surachartkumtonkun, Janet Mccoll-Kennedy, P. Patterson (2015)
Unpacking Customer Rage ElicitationJournal of Service Research, 18
Suna La, Beomjoon Choi (2012)
The role of customer affection and trust in loyalty rebuilding after service failure and recoveryThe Service Industries Journal, 32
Edward Tomlinson, Brian Dineen, R. Lewicki (2004)
The Road to Reconciliation: Antecedents of Victim Willingness to Reconcile Following a Broken PromiseJournal of Management, 30
Yany Grégoire, D. Laufer, T. Tripp (2010)
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer powerJournal of the Academy of Marketing Science, 38
Ko Ruyter, Martin Wetzels (2000)
The Impact of Perceived Listening Behavior in Voice-to-Voice Service EncountersJournal of Service Research, 2
Yves Vaerenbergh, Bart Larivière, Iris Vermeir (2012)
The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth IntentionsJournal of Service Research, 15
A. Sembada, Y. Tsarenko, D. Tojib (2016)
The Positive Effects of Customers’ Power on Their Behavioral Responses After Service FailureJournal of Service Research, 19
Yves Vaerenbergh, Chiara Orsingher, Iris Vermeir, Bart Larivière (2014)
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer OutcomesJournal of Service Research, 17
Katja Gelbrich, H. Roschk (2011)
A Meta-Analysis of Organizational Complaint Handling and Customer ResponsesJournal of Service Research, 14
J. Antony (2006)
Six sigma for service processesBus. Process. Manag. J., 12
Sanchayan Sengupta, Daniel Ray, O. Trendel, Y. Vaerenbergh (2018)
The Effects of Apologies for Service Failures in the Global Online RetailInternational Journal of Electronic Commerce, 22
R. Mayer, J. Davis, F. Schoorman (1995)
An Integrative Model Of Organizational TrustAcademy of Management Review, 20
B. Calder, R. Burnkrant (1977)
Interpersonal Influence on Consumer Behavior: An Attribution Theory ApproachJournal of Consumer Research, 4
Yany Grégoire, A. Salle, T. Tripp (2015)
Managing social media crises with your customers: The good, the bad, and the uglyBusiness Horizons, 58
T. Laer, K. Ruyter (2010)
In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog postsInternational Journal of Research in Marketing, 27
Moshe Davidow (2003)
Organizational Responses to Customer Complaints: What Works and What Doesn’tJournal of Service Research, 5
S. Keaveney (1995)
Customer Switching Behavior in Service Industries: An Exploratory StudyJournal of Marketing, 59
Thorsten Gruber (2011)
I want to believe they really care: How complaining customers want to be treated by frontline employeesJournal of Service Management, 22
Kriengsin Prasongsukarn, P. Patterson (2012)
An extended service recovery model: the moderating impact of temporal sequence of eventsJournal of Services Marketing, 26
F. Schoorman, R. Mayer, J. Davis (2007)
An Integrative Model of Organizational Trust: Past, Present, and FutureAcademy of Management Review, 32
Anouk Festjens, Chris Janiszewski (2015)
The Value of TimeJournal of Consumer Research, 42
Amy Smith, Ruth Bolton, Janet Wagner (1999)
A Model of Customer Satisfaction with Service Encounters Involving Failure and RecoveryJournal of Marketing Research, 36
Simon Hazée, Y. Vaerenbergh, Vincent Armirotto (2017)
Co-creating service recovery after service failure: The role of brand equityJournal of Business Research, 74
R. Johnston, A. Fern (1999)
Service Recovery Strategies for Single and Double Deviation ScenariosService Industries Journal, 19
B. Edvardsson, B. Tronvoll, Ritva Höykinpuro (2011)
Complex service recovery processes: how to avoid triple deviationManaging Service Quality, 21
Amy Smith, Ruth Bolton (2002)
The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgmentsJournal of the Academy of Marketing Science, 30
Yuanyuan Zhou, Alex Tsang, Minxue Huang, Nan Zhou (2014)
Does delaying service-failure resolution ever make sense?Journal of Business Research, 67
J. Joireman, Yany Grégoire, Berna Devezer, T. Tripp (2013)
When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and ReconciliationJournal of Retailing, 89
Yi Xie, Siqing Peng (2009)
How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgivenessPsychology & Marketing, 26
Stefan Michel, D. Bowen, R. Johnston (2009)
Why service recovery fails: Tensions among customer, employee, and process perspectivesJournal of Service Management, 20
Paul Schindler, Cher Thomas (1993)
The Structure of Interpersonal Trust in the WorkplacePsychological Reports, 73
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable IncidentsJournal of Marketing, 54
J. Hogreve, Nicola Bilstein, Leonhard Mandl (2017)
Unveiling the recovery time zone of tolerance: when time matters in service recoveryJournal of the Academy of Marketing Science, 45
A. Casado-Díaz, J. Nicolau-Gonzálbez (2009)
Explaining consumer complaining behaviour in double deviation scenarios: the banking servicesThe Service Industries Journal, 29
P. Kim, D. Ferrin, Cecily Cooper, K. Dirks (2004)
Removing the shadow of suspicion: the effects of apology versus denial for repairing competence- versus integrity-based trust violations.The Journal of applied psychology, 89 1
Jochen Wirtz, A. Mattila (2004)
Consumer responses to compensation, speed of recovery and apology after a service failureInternational Journal of Service Industry Management, 15
Deepak Sirdeshmukh, Jagdip Singh, B. Sabol (2002)
Consumer Trust, Value, and Loyalty in Relational ExchangesJournal of Marketing, 66
Wen-Hsien Chen (1998)
Benchmarking quality goals in service systemsJournal of Services Marketing, 12
Organizational Behavior and Human Decision Processes, 101
M. Bitner, Amy Ostrom, Felicia Morgan (2008)
Service Blueprinting: A Practical Technique for Service InnovationCalifornia Management Review, 50
(2017)
2017 National customer rage survey
M. Schweitzer, J. Hershey, Eric Bradlow (2004)
Promises and Lies: Restoring Violated TrustBehavioral & Experimental Economics
James Maxham, R. Netemeyer (2002)
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery EffortsJournal of Marketing, 66
Adams Js (1963)
Towards an understanding of inequityThe Journal of Abnormal and Social Psychology, 67
C. Frantz, Courtney Bennigson (2005)
Better late than early: The influence of timing on apology effectiveness ☆Journal of Experimental Social Psychology, 41
Yany Grégoire, T. Tripp, Renaud Legoux (2009)
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and AvoidanceJournal of Marketing, 73
Fisher Tl (1958)
The value of time.Canadian Medical Association journal, 78 12
H. Kelley, J. Michela (1980)
Attribution theory and research.Annual review of psychology, 31
Y. Vaerenbergh, Chiara Orsingher (2016)
Service Recovery: An Integrative Framework and Research AgendaAcademy of Management Perspectives, 30
A. Singh (2008)
WINNING BACK TRUST IN E-BUSINESS
K. Ohbuchi, Masuyo Kameda, Nariyuki Agarie (1989)
Apology as aggression control: its role in mediating appraisal of and response to harm.Journal of personality and social psychology, 56 2
The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed service recovery (a double deviation).Design/methodology/approachThis paper reports the results of a pilot study with a convenience sample and two experiments with samples from different populations, students and employees of a financial institution in one study and workers recruited through Mechanical Turk in the other.FindingsAn apology was most effective to recover trust when offered shortly after the double deviation (e.g. Study 1: after two days; Study 2: immediately and after two days), while making a promise was most effective when offered at a later time after the double deviation (e.g. Study 1: after 30 days; Study 2: after 15 days). Consumers consider an apology offered shortly after the double deviation as a sign of integrity and a promise communicated sometime after the double deviation as a sign of competence.Originality/valueThis paper complements prior research that demonstrates the effectiveness of apology and promise as trust recovery tactics. The findings show that managers should carefully consider the time at which they use these tactics to recover trust following a double deviation.
Journal of Service Management – Emerald Publishing
Published: Feb 14, 2019
Keywords: Trust; Apology; Service recovery; Service failures; Timing; Promise
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.