TY - CHAP
T1 - Chapter 6 The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behavior
AU - Keeffe, Dominique A.
AU - Russell-Bennett, Rebekah
AU - Tombs, Alastair
PY - 2007
Y1 - 2007
N2 - Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.
AB - Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.
UR - http://www.scopus.com/inward/record.url?scp=34248530737&partnerID=8YFLogxK
U2 - 10.1016/S1746-9791(07)03006-4
DO - 10.1016/S1746-9791(07)03006-4
M3 - Chapter
AN - SCOPUS:34248530737
SN - 0762314141
SN - 9780762314140
T3 - Research on Emotion in Organizations
SP - 141
EP - 175
BT - Functionality, Intentionality and Morality
A2 - Hartel, Charmine
A2 - Ashkanasy, Neal
A2 - Zerbe, Wilfred
ER -