Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020)

Research on the Impact of Service Failure Attribution and Recovery on Customer Satisfaction

Authors
Huifang Jiang
Corresponding Author
Huifang Jiang
Available Online 30 November 2020.
DOI
10.2991/aebmr.k.201128.097How to use a DOI?
Keywords
Service recovery, Service failure Attributions, customer satisfaction
Abstract

Online shopping has become an indispensable part of our lives. It brings a lot of convenience to our lives, but the characteristics of online shopping services make its more and more frequent mistakes. Service failure will have a great negative impact on customer satisfaction and loyalty. Therefore, from the perspective of attribution, this article discusses the impact of service failure attribution and different service recovery methods on the effect of service recovery, and the matching relationship between different error attribution and service recovery methods. This article takes consumer groups who have experienced service failure in JD as the research object, and obtains data through questionnaires for empirical analysis. The results show that the attribution stability and controllable attribution of service failure have a significant impact on satisfaction after recovery. Different attribution makes the importance of different service recovery methods in customers’ minds significantly different. The recovery initiative has the greatest impact on customer satisfaction after recovery, and the tangible compensation alone has the least impact.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020)
Series
Advances in Economics, Business and Management Research
Publication Date
30 November 2020
ISBN
978-94-6239-283-0
ISSN
2352-5428
DOI
10.2991/aebmr.k.201128.097How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Huifang Jiang
PY  - 2020
DA  - 2020/11/30
TI  - Research on the Impact of Service Failure Attribution and Recovery on Customer Satisfaction
BT  - Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020)
PB  - Atlantis Press
SP  - 509
EP  - 512
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201128.097
DO  - 10.2991/aebmr.k.201128.097
ID  - Jiang2020
ER  -