Relationship outcomes following a service failure: the role of agent likability
Asia Pacific Journal of Marketing and Logistics
ISSN: 1355-5855
Article publication date: 1 March 2022
Issue publication date: 9 February 2023
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.
Keywords
Citation
Radu, A., Quach, S., Thaichon, P., Surachartkumtonkun, J. and Weaven, S. (2023), "Relationship outcomes following a service failure: the role of agent likability", Asia Pacific Journal of Marketing and Logistics, Vol. 35 No. 2, pp. 364-379. https://doi.org/10.1108/APJML-07-2021-0510
Publisher
:Emerald Publishing Limited
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