Service recovery as a relationship tool and its impact on customer trust and loyalty
Autor(a) principal: | |
---|---|
Data de Publicação: | 2008 |
Outros Autores: | |
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. |
id |
FGV-7_f6c64d19a2d88368feb6bfe86a89720c |
---|---|
oai_identifier_str |
oai:bibliotecadigital.fgv.br:article/36435 |
network_acronym_str |
FGV-7 |
network_name_str |
Revista de Administração de Empresas |
repository_id_str |
|
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 |
_version_ |
1766160819350929408 |