• myGriffith
    • Staff portal
    • Contact Us⌄
      • Future student enquiries 1800 677 728
      • Current student enquiries 1800 154 055
      • International enquiries +61 7 3735 6425
      • General enquiries 07 3735 7111
      • Online enquiries
      • Staff phonebook
    View Item 
    •   Home
    • Griffith Research Online
    • Journal articles
    • View Item
    • Home
    • Griffith Research Online
    • Journal articles
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

  • All of Griffith Research Online
    • Communities & Collections
    • Authors
    • By Issue Date
    • Titles
  • This Collection
    • Authors
    • By Issue Date
    • Titles
  • Statistics

  • Most Popular Items
  • Statistics by Country
  • Most Popular Authors
  • Support

  • Contact us
  • FAQs
  • Admin login

  • Login
  • Relationship outcomes following a service failure: the role of agent likability

    Author(s)
    Radu, Alexandru
    Quach, Sara
    Thaichon, Park
    Surachartkumtonkun, Jiraporn
    Weaven, Scott
    Griffith University Author(s)
    Thaichon, Park
    Surachartkumtonkun, Jiraporn
    Weaven, Scott K.
    Thaichon, Sara Q.
    Year published
    2022
    Metadata
    Show full item record
    Abstract
    Purpose: This study aims to examine the effects of likeability of service agents on perceived justice and reconciliation and retaliation as consequences of service failures, taking into consideration the conflict resolution styles that is showing empathy and issuing an apology. Design/methodology/approach: An online survey was administered to 630 residents in the United States. The participants were US residents, had experienced a service failure in the prior six months and had complained either in person or by phone call. Findings: It was found that likeability had a positive effect on both reconciliation and retaliation. ...
    View more >
    Purpose: This study aims to examine the effects of likeability of service agents on perceived justice and reconciliation and retaliation as consequences of service failures, taking into consideration the conflict resolution styles that is showing empathy and issuing an apology. Design/methodology/approach: An online survey was administered to 630 residents in the United States. The participants were US residents, had experienced a service failure in the prior six months and had complained either in person or by phone call. Findings: It was found that likeability had a positive effect on both reconciliation and retaliation. Given the likeability of the service agent, interactional justice mitigated retaliation, whereas distributive justice enhanced reconciliation. Furthermore, when a service agent displays a high level of empathy and apology, the positive effect of likeability on distributive justice is intensified. Originality/value: This study extends the current knowledge concerning the effects of likeability in service recovery by offering a comprehensive framework and practical implications for managers to restore business relationships following a service failure.
    View less >
    Journal Title
    Asia Pacific Journal of Marketing and Logistics
    DOI
    https://doi.org/10.1108/APJML-07-2021-0510
    Note
    This publication has been entered in Griffith Research Online as an advanced online version.
    Subject
    Marketing
    Tourism
    Transportation, logistics and supply chains
    Social Sciences
    Business & Economics
    Likeability
    Apology
    Publication URI
    http://hdl.handle.net/10072/414423
    Collection
    • Journal articles

    Footer

    Disclaimer

    • Privacy policy
    • Copyright matters
    • CRICOS Provider - 00233E

    Tagline

    • Gold Coast
    • Logan
    • Brisbane - Queensland, Australia
    First Peoples of Australia
    • Aboriginal
    • Torres Strait Islander