Considérer l’engagement affectif des clients pour gérer les incidents de service: l’expérience de service au restaurant

Anis Chtourou () and Béatrice Siadou-Martin ()
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Anis Chtourou: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine
Béatrice Siadou-Martin: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine

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Abstract: This research studies the impact of a compensation on the perceived equity of the exchange according to the customers' affective commitment and the perceived attribution of responsibility in the service failure. An experiment employed scenarios was conducted in restaurant context. Results show that, the compensation is necessary for low committed customers regardless of the responsibility of the company. However, it is necessary for high committed customers only when the company is perceived as responsible of service failure.

Date: 2020
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Published in Gestion 2000, 2020, 37, pp.111-127. ⟨10.3917/g2000.373.0111⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03010018

DOI: 10.3917/g2000.373.0111

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