NDLI: Investigating Customer Loyalty in Service Failure-Recovery Encounter: The Moderating Role of Customer Coproduction

Content Provider	IEEE Xplore Digital Library
Author	Kwan, Ho-Yan Siu, Noel Yee-Man Zhang, Tracy Jun-Feng
Copyright Year	2013
Abstract	More and more customers nowadays play an active role in service encounters in which they are engaged in service production process to co create value. For instance, customers can enjoy service either by cooperating with service firms or by having the firms do all the production work. The benefits of customer value co-creation in service context are well studied. However, little attention is given to examine customer co creation under service failure-recovery situation. Service failure and recovery are two important topics among academics and business leaders. Service failures occur when performance of service providers falls below customer's expectations, causing customers to elicit negative feelings and this ultimately leads to unfavorable behavioral intentions, and reduced re-patronage rate. Following service failure, recovery is as an essential mean to regain customer satisfaction. Prior studies have mainly focused on effects of service failure and recovery efforts on shaping customer perception and evaluation towards firms in service context. To advance our knowledge, this research will take an integrated approach to see how recovery (level of perceived justice and recovery effort) interacts with service failures in shaping customer responses towards service firms in a co-creation context. Customers can either co-create service or participate in service recovery. In the research, we propose that the level of customer co creation moderates the interactive effect of service failure and recovery on customer value, and in turn leads to customer loyalty. We argue that, following service failure, customers who are involved in service co creation will attribute blame for the failure to the firm less strongly than those who are not involved at all, as they partly hold responsibility for the failure. They are more likely to be satisfied with recovery of service firm. Second, when customers participate in recovery co-creation, they are more likely to be satisfied and perceive high level of value from recovery, and this leads to customer loyalty.
Starting Page	21
Ending Page	24
File Size	146218
Page Count	4
File Format	PDF
ISBN	9780769549859
DOI	10.1109/ICSSI.2013.14
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2013-05-29
Publisher Place	Taiwan
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Context Customer coproduction Customer value Customer satisfaction Psychology Production Switches Service recovery Service failure Loyalty Joints
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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