How the response to service incidents change customer–firm relationships

Detalhes bibliográficos
Autor(a) principal: Coelho, Pedro Simões
Data de Publicação: 2022
Outros Autores: Rita, Paulo, Ramos, Ricardo F.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/137791
Resumo: Coelho, P. S., Rita, P., & Ramos, R. F. (2022). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. [Advanced online publication on 10 May 2022]. https://doi.org/10.1108/EJMBE-05-2021-0157
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spelling How the response to service incidents change customer–firm relationshipsCustomer relationshipsService incidentsExpectancy and disconfirmationBenevolenceOpportunismBusiness and International ManagementFinanceTourism, Leisure and Hospitality ManagementStrategy and ManagementOrganizational Behavior and Human Resource ManagementMarketingCoelho, P. S., Rita, P., & Ramos, R. F. (2022). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. [Advanced online publication on 10 May 2022]. https://doi.org/10.1108/EJMBE-05-2021-0157Abstract Purpose This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS). Findings This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment. Originality/value While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNCoelho, Pedro SimõesRita, PauloRamos, Ricardo F.2022-05-11T22:49:13Z2023-05-122023-05-12T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article17application/pdfhttp://hdl.handle.net/10362/137791eng2444-8451PURE: 43841901https://doi.org/10.1108/EJMBE-05-2021-0157info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:15:15Zoai:run.unl.pt:10362/137791Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:48:54.079912Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv How the response to service incidents change customer–firm relationships
title How the response to service incidents change customer–firm relationships
spellingShingle How the response to service incidents change customer–firm relationships
Coelho, Pedro Simões
Customer relationships
Service incidents
Expectancy and disconfirmation
Benevolence
Opportunism
Business and International Management
Finance
Tourism, Leisure and Hospitality Management
Strategy and Management
Organizational Behavior and Human Resource Management
Marketing
title_short How the response to service incidents change customer–firm relationships
title_full How the response to service incidents change customer–firm relationships
title_fullStr How the response to service incidents change customer–firm relationships
title_full_unstemmed How the response to service incidents change customer–firm relationships
title_sort How the response to service incidents change customer–firm relationships
author Coelho, Pedro Simões
author_facet Coelho, Pedro Simões
Rita, Paulo
Ramos, Ricardo F.
author_role author
author2 Rita, Paulo
Ramos, Ricardo F.
author2_role author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Coelho, Pedro Simões
Rita, Paulo
Ramos, Ricardo F.
dc.subject.por.fl_str_mv Customer relationships
Service incidents
Expectancy and disconfirmation
Benevolence
Opportunism
Business and International Management
Finance
Tourism, Leisure and Hospitality Management
Strategy and Management
Organizational Behavior and Human Resource Management
Marketing
topic Customer relationships
Service incidents
Expectancy and disconfirmation
Benevolence
Opportunism
Business and International Management
Finance
Tourism, Leisure and Hospitality Management
Strategy and Management
Organizational Behavior and Human Resource Management
Marketing
description Coelho, P. S., Rita, P., & Ramos, R. F. (2022). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. [Advanced online publication on 10 May 2022]. https://doi.org/10.1108/EJMBE-05-2021-0157
publishDate 2022
dc.date.none.fl_str_mv 2022-05-11T22:49:13Z
2023-05-12
2023-05-12T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/137791
url http://hdl.handle.net/10362/137791
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2444-8451
PURE: 43841901
https://doi.org/10.1108/EJMBE-05-2021-0157
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 17
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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