Although service recovery tactics have been extensively investigated, little is known about what firms should do when service recovery fails (i.e., double deviation). It is primordial to understand whether and how customer trust may be recovered after a double deviation. The results of an experimental study show that it is possible to recover customer trust through improvements in organizational processes (i.e., regulation) and discounts (i.e., financial compensation). Remarkably, regulation and financial compensation lead to similar trust levels, which means that these trust recovery tactics are equally successful. Moreover, attributions of benevolence explain why regulation and financial compensation can recover customer trust after a double deviation.
AntonyJ.Six sigma for service processesBusiness Process. Manage. J.1222006234–248
2.
BassoK.dos SantosC.P.Client's trust violation and recovery after double deviationREGE Rev. Gestão2112014121–138
3.
BassoK.PizzuttiC.Trust recovery following a double deviationJ. Serv. Res1922016209–223
4.
BerryL.L.Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success1999The Free PressNew York
5.
BitnerM.J.BoomsB.H.TetreaultM.The service encounter: diagnosing favorable and unfavorable incidentsJ. Mark541199071–84
6.
BottomW.P.GibsonK.DanielsS.E.MurnighanJ.K.When talk is not cheap: substantive penance and expressions of intent in rebuilding cooperationOrgan. Sci1352002497–513
7.
ChenS.C.QuesterP.G.The relative contribution of love and trust towards customer loyaltyAustr. Market. J.231201513–18
8.
CremerD.To pay or to apologize? On the psychology of dealing with unfair offers in a dictator gameJ. Econ. Psychol3162010843–848
9.
de MatosC.A.HenriqueJ.L.RossiC.A.V.Service recovery paradox: a meta-analysisJ. Serv. Res101200760–77
10.
dos SantosC.P.BassoK.Price unfairness: the indirect effect on switching and negative word-of-mouthJ. Prod. Brand Manage2172012547–557
11.
DarkeP.R.AshworthL.RitchieR.J.B.Damage from corrective advertising: causes and curesJ. Mark726200881–97
12.
DarleyJ.M.PittmanT.S.The psychology of compensatory and retributive justicePers. Soc. Psychol. Rev742003324–336
13.
DavidowM.Organizational responses to customer complaints: what works and what doesn'tJ. Serv. Res532003225–250
14.
DesmetP.T.De CremerD.van DijkE.In money we trust? The use of financial compensations to repair trust in the aftermath of distributive harmOrgan. Behav. Hum. Decis. Process1142201175–86
15.
DirksK.T.KimP.H.FerrinD.L.CooperC.D.Understanding the effects of substantive responses on trust following a transgressionOrgan. Behav. Hum. Decis. Process1142201187–103
16.
ElangovanA.R.Auer-RizziW.SzaboE.Why don't I trust you now? An attributional approach to erosion of trustJ. Manager. Psychol22120074–24
17.
FerrinD.L.KimP.H.CooperC.D.DirksK.T.Silence speaks volumes: the effectiveness of reticence in comparison to apology and denial for responding to integrity-and competence-based trust violationsJ. Appl. Psychol9242007893
18.
FornellC.WernerfeltB.Defensive marketing strategy by customer complaint management: a theoretical analysisJ. Market. Res2441987337–346
19.
GelbrichK.GäthkeJ.GrégoireY.How much compensation should a firm offer for a flawed service? An examination of the nonlinear effects of compensation on satisfactionJ. Serv. Res1812015107–123
20.
GrégoireY.TrippT.M.LegouxR.When customer love turns into lasting hate: the effects of relationship strength and time on customer revenge and avoidanceJ. Mark736200918–32
HollowayB.B.WangS.BeattyS.E.Betrayal? Relationship quality implications in service recoveryJ. Serv. Market2362009385–396
23.
HsiehS.Y.A system for using patient complaints as a trigger to improve qualityQual. Manage. Healthcare2042011343–355
24.
JabraeeliS.DaryaniS.M.Strategic thinking and services quality at Mellat BankInt. J. Account. Res23201533–37
25.
KauA.-K.LohE.W.-Y.The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainantsJ. Serv. Marketing2022006101–111
26.
KelleyH.H.MichelaJ.L.Attribution theory and researchAnnu. Rev. Psychol311980457–501
27.
KimP.H.FerrinD.L.CooperC.D.DirksK.T.Removing the shadow of suspicion: the effects of apology versus denial for repairing competence-versus integrity-based trust violationsJ. Appl. Psychol8912004104
28.
LeonidouL.C.LeonidouC.N.KvasovaO.Cultural drivers and trust outcomes of consumer perceptions of organizational unethical marketing behaviorEur. J. Mark4732012525–556
29.
LinX.LeungK.What signals does procedural justice climate convey? The roles of group status, and organizational benevolence and integrityJ. Organ. Behav3542014464–488
30.
MattilaA.S.The impact of relationship type on customer loyalty in a context of service failuresJ. Serv. Res42200191–101
31.
McKnightD.H.ChoudhuryV.KacmarC.The impact of initial consumer trust on intentions to transact with a web site: a trust building modelJ. Strat.c Info. Syst1132002297–323
32.
OkimotoT.G.Outcomes as affirmation of membership value: material compensation as an administrative response to procedural injusticeJ. Exp. Soc. Psychol44520081270–1282
33.
ReijersH.A.Design and Control of Workflow Processes: Business Process Management for the Service Industry2003Springer-VerlagBerlin
34.
SchoormanF.D.MayerR.C.DavisJ.H.An integrative model of organizational trust: past, present, and futureAcad. Manage. Rev3222007344–354
35.
SirdeshmukhD.SinghJ.SabolB.Consumer trust, value, and loyalty in relational exchangesJ. Mark661200215–37
36.
SitkinS.RothN.L.Explaining the limited effectiveness of legalistic remedies for trust/distrustOrgan. Sci431993367–392
37.
SmithA.K.BoltonR.N.WagnerJ.A model of customer satisfaction with service encounter involving failure and recoveryJ. Market. Res3631999356–372
38.
TaxS.S.BrownS.W.ChandrashekaranM.Customer evaluations of service complaint experiences: implications for relationship marketingJ. Mark622199860–76
39.
TomlinsonE.C.The impact of apologies and promises on post-violation trust: the mediating role of interactional justiceInt. J. Conflict Manage2332012224–247
40.
TrippT.M.GrégoireY.When unhappy customers strike back on the internetMIT Sloan Manage. Rev523201137–44
41.
Van LaerT.de RuyterK.In stories we trust: how narrative apologies provide cover for competitive vulnerability after integrity-violating blog postsInt. J. Res. Market2722010164–174
42.
Vázquez-CasiellesR.IglesiasV.Varela-NeiraC.Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategiesServ. Industr. J.321201283–103
43.
WebberS.S.BishopK.O'NeillR.Trust repair: the impact of perceived organizational support and issue-sellingJ. Manage. Dev3172012724–737
44.
WhiteT.B.Consumer trust and advice acceptance: the moderating roles of benevolence, expertise, and negative emotionsJ. Consum. Psychol1522005141–148
45.
XieY.PengS.How to repair customer trust after negative publicity: the roles of competence, integrity, benevolence, and forgivenessPsychol. Market2672009572–589
46.
ZeithamlV.A.BerryL.L.ParasuramanA.Communication and control processes in the delivery of service qualityJ. Mark522198835–48
47.
ZhaoX.LynchJ.G.Jr.ChenQ.Reconsidering Baron and Kenny: myths and truths about mediation analysisJ. Consum. Res3722010197–206
