Considering customers’ affective commitment to manage service failure
Type de matériel :
TexteLangue : français Détails de publication : 2020.
Sujet(s) : Ressources en ligne : Abrégé : This research studies the impact of a compensation on the perceived equity of an exchange according to the customers’ affective commitment and the perceived attribution of responsibility for the service failure. An experiment using scenarios was conducted in the restaurant domain. The results show that an offer of compensation is necessary for customers with a low level of commitment regardless of the responsibility of the company. However, it is necessary for customers with a high level of commitment only when the company is perceived as responsible for the service failure.
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This research studies the impact of a compensation on the perceived equity of an exchange according to the customers’ affective commitment and the perceived attribution of responsibility for the service failure. An experiment using scenarios was conducted in the restaurant domain. The results show that an offer of compensation is necessary for customers with a low level of commitment regardless of the responsibility of the company. However, it is necessary for customers with a high level of commitment only when the company is perceived as responsible for the service failure.
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