Pre-service recovery: impact on customer satisfaction and acceptable waiting time

Jin Qin, Fengqin Xu and Rui Wang

The Service Industries Journal, 2023, vol. 43, issue 1-2, 64-84

Abstract: Defined as compensation a service provider offers during the customer’s waiting period before a service is delivered, pre-service recovery is becoming popular in the service industry. This paper examines two important issues: (1) how pre-service recovery affects customers’ pre-service waiting satisfaction and acceptable waiting time and (2) which type of pre-service recovery has the greatest impact. A scenario-based survey was administered to measure the impacts of different types of pre-service recovery on customers’ perceptions of justice, satisfaction with the wait for a service, and acceptable waiting time. The results show that pre-service recovery can significantly improve customers’ perceived justice and pre-service waiting satisfaction. Compared to low-level tangible compensation and psychological recovery, high-level tangible compensation results in higher pre-service waiting satisfaction. Interactional justice has the greatest impact on pre-service waiting satisfaction. Moreover, pre-service waiting satisfaction positively affects customers’ acceptable waiting time, implying that pre-service recovery can increase their willingness to wait.

Date: 2023
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DOI: 10.1080/02642069.2019.1667979

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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