Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/270251 
Year of Publication: 
2021
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 8 [Issue:] 1 [Article No.:] 1905217 [Year:] 2021 [Pages:] 1-20
Publisher: 
Taylor & Francis, Abingdon
Abstract: 
Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and specifically, provides insight into how the relational and interactive effects of personal involvement in service-failure encounters create post-recovery satisfaction. Unstructured and semi-structured interviews were conducted with mobile-telephone subscribers/teachers from Federal Government Colleges (FGCs) in the South-Eastern, Nigeria. The findings show that regularity and significance of felt ordeals, and the service-officer's willingness to interface with disgusted customers were antecedents of social interactions, socio-economic satisfaction, and positive word-of-mouth. However, the findings affirm the proposed framework, conform to the expectations of socio-emotional selectivity theory, and show that customer characteristics, user-involvement, failure-contexts, and providers' interface to influence satisfaction with failure/recovery experiences. Based on the decay-time of the effects of recovery instruments, the paper recommended proactive and/or reactive approaches, especially on the recognition that failures driven by low-involvement features demand affective and non-pecuniary recoveries, as well as immediate and cumulative satisfaction; and those driven by high-involvement go for a hybrid of utilitarian and symbolic response interventions.
Subjects: 
complaint responses
customer satisfaction
compensation
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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