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

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. 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.