Service Failures Reported Through EWOM: The Consequences of Service Providers' Responses

摘要

Our overall is: Should service providers respond to negative online reviews reporting their service failure and what are the consequences? Within this inquiry, we identify three objectives. First, to examine the necessity of taking restorative steps to recover customers who report service failures through negative online reviews. Second, to investigate the causal effects of distributive justice and procedural justice on recovery output in order to demonstrate the most cost-effective service recovery strategies, subject to the severity of the service failure, in the context of eWOM. Third, to explore the implication of recovery satisfaction for consumers' evaluation of the service provider and perception of future eWOM engagement.