What is it about?
Service recovery is what organizations do to appease the customer when they receive a complaint, to prevent them from defecting to the competion. We already know that it is important that customers have a sense of control during service recovery -especially because they have often lost control during the service failure. A sense of control during service recovery may have positive effects on justice perceptions. This study demonstrates that different types of control have differential (and positive) effects on recovery satisfaction: behavioral control (being able to do something) affects distributive justice (the fairness of the outcome), cognitive control (being able to understand) affects procedural justice (the fairness of the procedure), and decisional control (having a choice) affects interactional justice (the fairness of the interpersonal treatment). Justice perceptions in turn affect satisfaction and loyalty.
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Why is it important?
It is important for organizations to know how they can empower customers during service recovery, to increase their chances of a succesfull service recovery
Perspectives
This research is part of a series of research on the role and effects of perceived control in services. Control is the belief that one can determine or influence one’s own behavior and influence one’s own environment. Customer control is an important aspect of research on customer empowerment, co-creation, participation etc. We conducted research in the context of initial services and found that more customer control of services is not always better (JoSM, 2016) We conducted research in the context of service recovery and found that control is more than decisional control of the outcome (JoSM, 2017) And we conducted research in a third-party context and found that control may not only be derived from having personal control (“being in control over things”), but may also be derived from proxy control (“things being under control by a third party”) (JoCA, 2017)
dr herm joosten
Radboud Universiteit
Read the Original
This page is a summary of: Consumer control in service recovery; beyond decisional control, Journal of Service Management, June 2017, Emerald,
DOI: 10.1108/josm-07-2016-0192.
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