تاثیر از قبل موجود در نگرش و سبک مدیریت تعارض بر رضایت مشتری با بهبود خدمات
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|52334||2011||11 صفحه PDF||سفارش دهید||9636 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Journal of Retailing and Consumer Services, Volume 18, Issue 3, May 2011, Pages 235–245
This research examines customer satisfaction with service recovery through the lens of a conflict management framework, specifically assessing the role of pre-existing attitude in determining customer response to service failure. The results of two scenario-based experiments suggest that conflict management style impacts customer satisfaction with service recovery efforts. Additionally, pre-existing attitude toward the company influences the customer's interpretation of a service provider's conflict management style. Those with positive attitudes respond favorably to a cooperative approach in the face of service failures. Conflict management style has little impact on those with negative pre-existing attitudes. A cooperative recovery style and exceeding expectations is necessary to satisfy customers. These results highlight the gravity of service failures, and the importance of proper training in dealing with service recovery.