The power of apology in the service recovery

Le pouvoir de l’excuse dans la récupération de service

Anis Chtourou ()
Additional contact information
Anis Chtourou: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine

Post-Print from HAL

Abstract: The apology is a highly effective service recovery strategy that can act as a catalyst to dissipate the negative effects of an incident and elicit customer forgiveness. However, it is not always effective. While some research shows that apologies lead to forgiveness and the restoration of the relationship between consumers and businesses, other research points to the lack of impact on service recovery. The majority of the literature has studied the apology as a binary variable (presence versus absence of apology), which does not allow us to identify the conditions under which apology might be prove an efficient recovery strategy. This study focuses on the apology as a symbolic recovery strategy. It shows the importance of taking its various components into consideration in order to better identify the conditions for its success.

Date: 2020
References: Add references at CitEc
Citations:

Published in Projectics / Proyéctica / Projectique, 2020, 3 (27), pp.39-53. ⟨10.3917/proj.027.0039⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03010039

DOI: 10.3917/proj.027.0039

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().