Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective

Purpose – The purpose of this paper is, first, to identify the relationship, if any, between customers’perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine the imp...

Descripción completa

Detalles Bibliográficos
Autores: Centeno, Edgar, Vázquez-Carrasco, Rosario, Cambra-Fierro, Jesús, Yani-de-Soriano, Mirella, Hanel, Paul H.P., Wilson, Alan
Tipo de recurso: artículo
Fecha de publicación:2019
País:España
Institución:Universidad Pablo de Olavide (UPO)
Repositorio:RIO. Repositorio Institucional Olavide
Idioma:inglés
OAI Identifier:oai:rio.upo.es:10433/22270
Acceso en línea:https://hdl.handle.net/10433/22270
Access Level:acceso abierto
Palabra clave:Culture
Customer satisfaction
Customer loyalty
Service recovery
Perceived justice
Perceived employee effort
id ES_85b4f6b06759489be2efbbcd71c7a20b
oai_identifier_str oai:rio.upo.es:10433/22270
network_acronym_str ES
network_name_str España
repository_id_str
spelling Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspectiveCenteno, EdgarVázquez-Carrasco, RosarioCambra-Fierro, JesúsYani-de-Soriano, MirellaHanel, Paul H.P.Wilson, AlanCultureCustomer satisfactionCustomer loyaltyService recoveryPerceived justicePerceived employee effortPurpose – The purpose of this paper is, first, to identify the relationship, if any, between customers’perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine the impact of crosscultural differences on these relationships. Design/methodology/approach – Survey data from actual customers were gathered in three countries (n = 414) and analyzed using structural equation . modeling to test the proposed hypotheses Findings – The results demonstrate the role of the constructs of perceived employee effort and perceived justice in influencing post-recovery satisfaction and loyalty across cultures. While perceived justice is valued across cultures, customers from feminine (masculine) cultures require more (less) employee effort to influence post-recovery satisfaction positively. Customers from low (high) uncertainty cultures are more (less) willing to give the provider another chance after a service recovery. Research limitations/implications – The study shows that both functional and symbolic elements of service recovery are important determinants of customer satisfaction and loyalty and that their influence can be significant in a cross-cultural context. Practical implications – International service managers must consider the nature of cultural differences in their markets to develop and implement tailored recovery strategies that can result in satisfied customers. Originality/value – This study is the first to integrate the functional and symbolic elements of service recovery, their impact on customers’ behavioral responses and the influence of cultural variations.Emerald Publishing Limited20252025-01-1320192019-01-0120192019-01-01journal articlehttp://purl.org/coar/resource_type/c_6501AMhttp://purl.org/coar/version/c_ab4af688f83e57aainfo:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/10433/22270reponame:RIO. Repositorio Institucional Olavideinstname:Universidad Pablo de Olavide (UPO)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution-NonCommercial-NoDerivatives 4.0 Internationalhttps://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessoai:rio.upo.es:10433/222702026-06-13T12:46:27Z
dc.title.none.fl_str_mv Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
title Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
spellingShingle Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
Centeno, Edgar
Culture
Customer satisfaction
Customer loyalty
Service recovery
Perceived justice
Perceived employee effort
title_short Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
title_full Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
title_fullStr Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
title_full_unstemmed Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
title_sort Investigating the role of customers' perceptions of employee effort and justice in service recovery: A cross-cultural perspective
dc.creator.none.fl_str_mv Centeno, Edgar
Vázquez-Carrasco, Rosario
Cambra-Fierro, Jesús
Yani-de-Soriano, Mirella
Hanel, Paul H.P.
Wilson, Alan
author Centeno, Edgar
author_facet Centeno, Edgar
Vázquez-Carrasco, Rosario
Cambra-Fierro, Jesús
Yani-de-Soriano, Mirella
Hanel, Paul H.P.
Wilson, Alan
author_role author
author2 Vázquez-Carrasco, Rosario
Cambra-Fierro, Jesús
Yani-de-Soriano, Mirella
Hanel, Paul H.P.
Wilson, Alan
author2_role author
author
author
author
author
dc.contributor.none.fl_str_mv
dc.subject.none.fl_str_mv Culture
Customer satisfaction
Customer loyalty
Service recovery
Perceived justice
Perceived employee effort
topic Culture
Customer satisfaction
Customer loyalty
Service recovery
Perceived justice
Perceived employee effort
description Purpose – The purpose of this paper is, first, to identify the relationship, if any, between customers’perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine the impact of crosscultural differences on these relationships. Design/methodology/approach – Survey data from actual customers were gathered in three countries (n = 414) and analyzed using structural equation . modeling to test the proposed hypotheses Findings – The results demonstrate the role of the constructs of perceived employee effort and perceived justice in influencing post-recovery satisfaction and loyalty across cultures. While perceived justice is valued across cultures, customers from feminine (masculine) cultures require more (less) employee effort to influence post-recovery satisfaction positively. Customers from low (high) uncertainty cultures are more (less) willing to give the provider another chance after a service recovery. Research limitations/implications – The study shows that both functional and symbolic elements of service recovery are important determinants of customer satisfaction and loyalty and that their influence can be significant in a cross-cultural context. Practical implications – International service managers must consider the nature of cultural differences in their markets to develop and implement tailored recovery strategies that can result in satisfied customers. Originality/value – This study is the first to integrate the functional and symbolic elements of service recovery, their impact on customers’ behavioral responses and the influence of cultural variations.
publishDate 2019
dc.date.none.fl_str_mv 2019
2019-01-01
2019
2019-01-01
2025
2025-01-13
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
AM
http://purl.org/coar/version/c_ab4af688f83e57aa
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/10433/22270
url https://hdl.handle.net/10433/22270
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Emerald Publishing Limited
publisher.none.fl_str_mv Emerald Publishing Limited
dc.source.none.fl_str_mv reponame:RIO. Repositorio Institucional Olavide
instname:Universidad Pablo de Olavide (UPO)
instname_str Universidad Pablo de Olavide (UPO)
reponame_str RIO. Repositorio Institucional Olavide
collection RIO. Repositorio Institucional Olavide
repository.name.fl_str_mv
repository.mail.fl_str_mv
_version_ 1869412319915671552
score 15,81155

Similares en LA Referencia