The Role of Customer Relationship Vulnerability in Service Recovery

被引：4

作者：

Cenophat, Sadrac ^{[1
,6
]}

Eisend, Martin ^{[2
,3
]}

Bayon, Tomas ^{[4
]}

Haas, Alexander ^{[5
]}

机构：

[1] Justus Liebig Univ, Dept Mkt, Giessen, Germany

[2] Europa Univ Viadrina, Chair Mkt, Frankfurt, Oder, Germany

[3] Copenhagen Business Sch, Dept Mkt, Frederiksberg, Denmark

[4] DHBW Heilbronn, Fac Econ, Heilbronn, Germany

[5] Justus Liebig Univ, Chair Mkt, Giessen, Germany

[6] Justus Liebig Univ Giessen, Licher Str 66, D-35394 Giessen, Germany

来源：

JOURNAL OF SERVICE RESEARCH | 2024年 / 27卷 / 02期

关键词：

Vulnerability; Marketing Initiatives; Service Failure; Service Recovery; Customer Relationship; NEGATIVE AFFECTIVITY; CRISIS-INTERVENTION; EMOTIONAL INTELLIGENCE; SCALE DEVELOPMENT; SATISFACTION; CONCEPTUALIZATION; STRATEGIES; REPUTATION; FAILURES; FORGIVENESS;

D O I：

10.1177/10946705231195008

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer's vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as a customer predisposition to psychological harm in relationships with service firms. The findings show that a full-service recovery is not always possible among vulnerable customers. We discuss the implications for theory and service management practice.

引用

页码：283 / 301

页数：19

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