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    Service failures in e-retailing: examining the effects of response time, compensation, and service criticality

    Crisafulli, Benedetta and Singh, Jaywant (2017) Service failures in e-retailing: examining the effects of response time, compensation, and service criticality. Computers in Human Behavior 77 , pp. 413-424. ISSN 0747-5632.

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    Abstract

    This study examines the role of response time in recovering from service failures in e-retailing. Employing an experimental design, the study reveals that customers construe time in abstract terms. Response time during service recovery is evaluated in combination with the compensation provided by the firm and criticality of the service experience. The extent to which the three factors – response time, compensation, and criticality – activate abstract construals, matters to customers. The study demonstrates that delaying the process of recovery can result in customer satisfaction, repatronage, and positive word of mouth, when an apology is provided and criticality of the service is low. Further, delay in service recovery is acceptable when negative emotions elicited by the failure are low. The findings provide empirical insights on the viability of delayed recovery following service failures in e-retailing, contravening the notion that delayed recovery is always inefficacious. The study advances a novel perspective on the role of response time in online service failure and recovery, and also accounts for how customers construe recovery efforts. Whilst establishing the prominence of construal levels in understanding customer responses to online service recovery, the study highlights avenues for future research and proposes innovative managerial perspectives for e-retailers.

    Metadata

    Item Type: Article
    Keyword(s) / Subject(s): Online service failure, Service recovery, Time, Compensation, Criticality, E-retailing
    School: Birkbeck Schools and Departments > School of Business, Economics & Informatics > Management
    Depositing User: Benedetta Crisafulli
    Date Deposited: 11 Oct 2018 12:34
    Last Modified: 29 Oct 2018 14:08
    URI: http://eprints.bbk.ac.uk/id/eprint/24077

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    • Service failures in e-retailing: examining the effects of response time, compensation, and service criticality. (deposited 11 Oct 2018 12:34) [Currently Displayed]

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