What is it about?
This study explores the effects of giving complaining customers more control in service recovery (complaint handling). The main conclusion of this study is that there’s more to control than having a choice. Different types of control have differential main effects: behavioral control affects distributive justice, cognitive control affects procedural justice, and decisional control affects interactional justice (which in turn affect satisfaction and loyalty).
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Why is it important?
Previous research has focused on the important role of decisional control (offering a choice of outcomes) in service recovery. This research demonstrates that other types of control like behavioral control and cognitive control also affect service recovery outcomes
Perspectives
This study is the first to offer a comprehensive investigation of the subtle interrelationships between types of control and dimensions of justice in a service recovery context. It is one in a series of investigations on the role of control in service, service recovery and third party arbitration
dr herm joosten
Radboud Universiteit
Read the Original
This page is a summary of: Is more customer control of services always better?, Journal of Service Management, April 2016, Emerald,
DOI: 10.1108/josm-12-2014-0325.
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