Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective

被引：72

作者：

Liu, Hongfei ^{[1
]}

Jayawardhena, Chanaka ^{[2
]}

Dibb, Sally ^{[3
]}

Ranaweera, Chatura ^{[4
]}

机构：

[1] Univ Essex, Essex Business Sch, Colchester CO4 3SQ, Essex, England

[2] Univ Hull, Fac Business Law & Polit, Kingston Upon Hull HU6 7RX, N Humberside, England

[3] Coventry Univ, Ctr Business Soc, Coventry CV1 5FB, W Midlands, England

[4] Wilfrid Laurier Univ, Lazaridis Sch Business, Waterloo, ON, Canada

来源：

TOURISM MANAGEMENT | 2019年 / 75卷

关键词：

Service recovery; Electronic word-of-mouth (eWOM); Online reviews; Restorative justice; Compensation; Speed of response; Service failure severity; Media engagement; PERCEIVED JUSTICE; SOCIAL MEDIA; CUSTOMER LOYALTY; INTERACTIONAL JUSTICE; FAILURE SEVERITY; PROSPECT-THEORY; ONLINE REVIEWS; SATISFACTION; IMPACT; RESPONSES;

D O I：

10.1016/j.tourman.2019.05.008

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Our research examines the effectiveness of monetary compensation and the promptness of response during electronic word-of-mouth (eWOM)-triggered service recovery. Drawing upon restorative justice theories, we explore three main questions: whether the hotel's response to negative online reviews are always beneficial; whether offering compensation or responding promptly is more efficient under different levels of service failure severity; and how the hotel's response influences consumers' future engagement through eWOM media. Experimental results reveal that making minimum online service recovery effort is only effective in fixing consumer attitudes for less severe service failures. Compensation is the optimal solution for less severe failures, while prompt response is optimal for more severe service failures. The hotel's responsiveness to negative reviews and the service recovery outcome positively influence consumers' future eWOM behaviours through the same online medium. Implications for hotels seeking cost-effective management of negative reviews and for online media owners are offered.

引用

页码：381 / 392

页数：12

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