- Title
- The influence of physical service recovery and online service recovery on trust and relationship retention
- Creator
- Dube, Langelihle
- Subject
- Consumer complaints Customer loyalty Customer services
- Date Issued
- 2016
- Date
- 2016
- Type
- Thesis
- Type
- Masters
- Type
- MCom
- Identifier
- http://hdl.handle.net/10353/12766
- Identifier
- vital:39359
- Description
- Service mishaps remain a profound topic in business due to their inevitability and detrimental impacts they bring about. As a result of this incessant detrimental effect, service recovery has been initiated into business exchanges to curb such. Moreover, service recovery programmes have been embarked on both in the offline and online delivery systems to retain this diverse need market consisting of the technological averse and experts in trading. This study therefore has to pinpoint the difficulties experienced in offline and online service recovery procedures and demarcate which of the two is the preferred channel. Service failures cut across all sectors and industries, and banking has not been spared in turn. Clients tend to choose a service recovery method based on various factors such as the panel of occurrence, technological skills and awareness, personal behaviours and available options provided by the service provider. Clients tend to choose a service recovery method based on various factors such as the panel of occurrence, technological skills and awareness, personal behaviours and available options provided by the service provider (Buttle, (2009); Clark & Melancon, (2013). The panel of occurrence depicts the method of service delivery that resulted in failed services, thus, an online service delivery is likely to attract an online resolution. Customers who transact online are highly likely to choose the same recovery method due to the associated innate benefits. Technological skills and awareness deal with the client’s articulateness in navigating the business’ website in effort to resolve the encountered problem. Personal behaviours explain that introvert clients would prefer to interact with the system and assistants online to resolve the issue while extroverts will choose the offline methods so as to experience facial interactions. Organisations sometimes detect the panel of solution based on the severity of the problem. Thus, for example, serious problems to be handled using physical means. Assessments of the degree of impact on retaining relations and gaining trust that presently employed recovery strategies pose were unearthed in this study. For physical service recovery, contact, empathy and politeness were assessed on the significance they have in recouping failed services. Responsiveness and the state of the bank’s websites will also depict the degree to which failed clients can be restored in online service delivery. Physical service recovery received greater apprehension by clients during a service error with empathy and politeness emerging as the most customer required successful strategy to enhance relations and trust thereafter. Despite its less preference, online service recovery strategies such as responsiveness and website interface resulted in significant correlations affirming their importance during service delivery and recovery. The measurement model fit quite well with sound goodness of fit indices results as per the comparison with the recommended thresholds. Moreover, the Structural Equation Model fit well with data collected.
- Format
- 135 leaves
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Management and Commerce
- Language
- English
- Rights
- University of Fort Hare
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UFH Department of Business Management
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Langelihle Dube 201105446 MCom May 2017.pdf | 1 MB | Adobe Acrobat PDF | View Details Download |