Examining antecedents of reconciliation following service failure and recovery

Abstract

ABSTRACT This article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice. This study utilizes a 2 (low vs. high distributive justice) × 2 (low vs. high interactional justice) × 2 (low vs. high likability of customer service agent) scenario design in a retail environment in which a customer returns a pair of prematurely worn out shoes. Findings suggest that dispositional forgiveness, likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice are positively related to reconciliation following service failure and recovery. Results reveal the critical role of service personnel characteristic of service workers who handle the recovery process.