Service recovery as a relationship tool and its impact on customer trust and loyalty

Detalhes bibliográficos
Autor(a) principal: Santos, Cristiane Pizzutti dos
Data de Publicação: 2008
Outros Autores: Fernandes, Daniel Von der Heyde
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Administração de Empresas
Texto Completo: https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435
Resumo: The main goal of this paper is to examine service recovery under a strategic perspective, as a relationship tool. A theoretical model has been proposed and tested, with focus on interrelationships among specifi c evaluations of complaint process, trust, switching costs, perceived value, and loyalty. The fi ndings indicate that customer trust and loyalty are affected by the way complaints are resolved. Perceptions of justice affected satisfaction with complaint management. Consumer trust is strongly infl uenced by post-complaint satisfaction. Finally, both intentions of repurchase and word-of-mouth communication were infl uenced by trust, satisfaction and perceived value. Switching costs did not moderate the relationships between satisfaction, trust and loyalty, and demonstrated to have low infl uence on intentions of repurchase. Therefore, the creation of mechanisms that inhibit customers’ exit is not enough keep them, and an adequate complaint management may be an effi cient tool to develop long-termed relationships.
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spelling Service recovery as a relationship tool and its impact on customer trust and loyaltyA recuperação de serviços como ferramenta de relacionamento e seu impacto na confiança e lealdade dos clientesService recoveryloyaltytrustsatisfactioncustomer relationshipRecuperação de serviçoslealdadeconfiançasatisfaçãorelacionamento com clientesThe main goal of this paper is to examine service recovery under a strategic perspective, as a relationship tool. A theoretical model has been proposed and tested, with focus on interrelationships among specifi c evaluations of complaint process, trust, switching costs, perceived value, and loyalty. The fi ndings indicate that customer trust and loyalty are affected by the way complaints are resolved. Perceptions of justice affected satisfaction with complaint management. Consumer trust is strongly infl uenced by post-complaint satisfaction. Finally, both intentions of repurchase and word-of-mouth communication were infl uenced by trust, satisfaction and perceived value. Switching costs did not moderate the relationships between satisfaction, trust and loyalty, and demonstrated to have low infl uence on intentions of repurchase. Therefore, the creation of mechanisms that inhibit customers’ exit is not enough keep them, and an adequate complaint management may be an effi cient tool to develop long-termed relationships.O objetivo central deste trabalho é examinar a recuperação de serviços sob uma perspectiva estratégica, como ferramenta de relacionamento. Para tanto, foi proposto e testado um modelo teórico, com foco nos inter-relacionamentos entre avaliações específi cas do processo de reclamação, confi ança, custo de mudança, valor e lealdade do consumidor. Os resultados indicam que a formação de confi ança e lealdade do consumidor é afetada pela forma como as reclamações são resolvidas. As percepções de justiça afetaram a satisfação com o gerenciamento da reclamação. A confi ança do consumidor foi fortemente infl uenciada pela satisfação pós-reclamação. Por fim, tanto a intenção de recompra como a comunicação boca-a-boca foram influenciadas por confiança, satisfação e valor percebido. Os custos de mudança não moderaram as relações entre satisfação, confiança e lealdade, e demonstraram ter baixa influência nas intenções de recompra, indicando que a criação de mecanismos que difi cultem a saída do cliente não é sufi ciente para mantê-lo, e que e um gerenciamento adequado da reclamação pode ser uma ferramenta eficaz para desenvolver relacionamentos de longo prazo.RAE - Revista de Administracao de Empresas RAE - Revista de Administração de EmpresasRAE-Revista de Administração de Empresas2008-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435RAE - Revista de Administracao de Empresas ; Vol. 48 No. 1 (2008): janeiro-março; 10-24RAE - Revista de Administração de Empresas; Vol. 48 Núm. 1 (2008): janeiro-março; 10-24RAE-Revista de Administração de Empresas; v. 48 n. 1 (2008): janeiro-março; 10-242178-938X0034-7590reponame:Revista de Administração de Empresasinstname:Fundação Getulio Vargas (FGV)instacron:FGVporhttps://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435/35207Santos, Cristiane Pizzutti dosFernandes, Daniel Von der Heydeinfo:eu-repo/semantics/openAccess2016-08-17T18:41:35Zoai:bibliotecadigital.fgv.br:article/36435Revistahttps://rae.fgv.br/raeONGhttps://old.scielo.br/oai/scielo-oai.phprae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br2178-938X0034-7590opendoar:2016-08-17T18:41:35Revista de Administração de Empresas - Fundação Getulio Vargas (FGV)false
dc.title.none.fl_str_mv Service recovery as a relationship tool and its impact on customer trust and loyalty
A recuperação de serviços como ferramenta de relacionamento e seu impacto na confiança e lealdade dos clientes
title Service recovery as a relationship tool and its impact on customer trust and loyalty
spellingShingle Service recovery as a relationship tool and its impact on customer trust and loyalty
Santos, Cristiane Pizzutti dos
Service recovery
loyalty
trust
satisfaction
customer relationship
Recuperação de serviços
lealdade
confiança
satisfação
relacionamento com clientes
title_short Service recovery as a relationship tool and its impact on customer trust and loyalty
title_full Service recovery as a relationship tool and its impact on customer trust and loyalty
title_fullStr Service recovery as a relationship tool and its impact on customer trust and loyalty
title_full_unstemmed Service recovery as a relationship tool and its impact on customer trust and loyalty
title_sort Service recovery as a relationship tool and its impact on customer trust and loyalty
author Santos, Cristiane Pizzutti dos
author_facet Santos, Cristiane Pizzutti dos
Fernandes, Daniel Von der Heyde
author_role author
author2 Fernandes, Daniel Von der Heyde
author2_role author
dc.contributor.author.fl_str_mv Santos, Cristiane Pizzutti dos
Fernandes, Daniel Von der Heyde
dc.subject.por.fl_str_mv Service recovery
loyalty
trust
satisfaction
customer relationship
Recuperação de serviços
lealdade
confiança
satisfação
relacionamento com clientes
topic Service recovery
loyalty
trust
satisfaction
customer relationship
Recuperação de serviços
lealdade
confiança
satisfação
relacionamento com clientes
description The main goal of this paper is to examine service recovery under a strategic perspective, as a relationship tool. A theoretical model has been proposed and tested, with focus on interrelationships among specifi c evaluations of complaint process, trust, switching costs, perceived value, and loyalty. The fi ndings indicate that customer trust and loyalty are affected by the way complaints are resolved. Perceptions of justice affected satisfaction with complaint management. Consumer trust is strongly infl uenced by post-complaint satisfaction. Finally, both intentions of repurchase and word-of-mouth communication were infl uenced by trust, satisfaction and perceived value. Switching costs did not moderate the relationships between satisfaction, trust and loyalty, and demonstrated to have low infl uence on intentions of repurchase. Therefore, the creation of mechanisms that inhibit customers’ exit is not enough keep them, and an adequate complaint management may be an effi cient tool to develop long-termed relationships.
publishDate 2008
dc.date.none.fl_str_mv 2008-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435
url https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36435/35207
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv RAE - Revista de Administracao de Empresas
RAE - Revista de Administração de Empresas
RAE-Revista de Administração de Empresas
publisher.none.fl_str_mv RAE - Revista de Administracao de Empresas
RAE - Revista de Administração de Empresas
RAE-Revista de Administração de Empresas
dc.source.none.fl_str_mv RAE - Revista de Administracao de Empresas ; Vol. 48 No. 1 (2008): janeiro-março; 10-24
RAE - Revista de Administração de Empresas; Vol. 48 Núm. 1 (2008): janeiro-março; 10-24
RAE-Revista de Administração de Empresas; v. 48 n. 1 (2008): janeiro-março; 10-24
2178-938X
0034-7590
reponame:Revista de Administração de Empresas
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str Revista de Administração de Empresas
collection Revista de Administração de Empresas
repository.name.fl_str_mv Revista de Administração de Empresas - Fundação Getulio Vargas (FGV)
repository.mail.fl_str_mv rae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br
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